Head of Customer Success

Axion | Solutions Organization

Axion helps the world's leading manufacturers identify, investigate, and resolve product quality issues before they become warranty claims, recalls, or customer disruptions. Axion is entering a new stage of scale: more of the world's leading manufacturers are starting deployments and moving from initial deployments to production, and Customer Success is becoming a core growth lever. We're hiring our first Head of Customer Success to turn exceptional customer outcomes into a repeatable operating system - and build the team that will scale it.

This is a true Head of / executive leadership role focused on building the team, systems, and operating model for Customer Success. You’ll define how we approach the customer lifecycle from onboarding and adoption through renewal and expansion, while establishing the metrics, health frameworks, segmentation, and playbooks that will allow the organization to scale.

WHAT YOU'LL BUILD IN YOUR FIRST YEAR

Your mission is to build the customer operating system that takes complex enterprise deployments from first value through adoption, executive value proof, production, and expansion - with clear ownership, measurable outcomes, and a model Axion can scale.

During your first year, you'll:

• Turn Axion's existing ability to create extraordinary customer outcomes through talented people and heroic effort into a repeatable customer-success machine.

• Define one end-to-end customer lifecycle with explicit ownership and handoffs across Sales, Engagement, Solutions, Product, Engineering, and Customer Success

• Establish the operating metrics and executive scorecard for activation, time-to-value, adoption, realized business value, retention, renewal forecasting, and expansion

• Build customer segmentation, service tiers, coverage models, and operating rhythms that scale without reducing the quality of the customer experience

• Build an early-warning customer health and risk system that gives teams and executives clear actions - not just scores

• Create a repeatable executive value-realization motion - Mutual Success Plans, value readouts, and QBRs - that connects Axion usage to measurable business outcomes and commercial decisions

• Create a predictable path from initial deployment to production and expansion, in close partnership with Sales

• Hire, coach, and develop a high-performing Customer Success organization that can scale alongside Axion's growth while maintaining a hands-on, player-coach culture

THE OPPORTUNITY

Axion already knows how to make customers wildly successful. The opportunity is to make that success systematic and scalable. You'll help define how some of the world's leading manufacturers adopt AI in production - not in a lab or a proof of concept, but in workflows tied to product quality, reliability, cost, and customer outcomes.

This is not a role where you'll inherit a mature Customer Success playbook and optimize around the edges. You'll work directly with Axion's leadership team to build the model: how we activate customers faster, prove measurable value, navigate complex enterprise deployments, retain and expand strategic accounts, and feed what we learn back into the product. The systems you build will become a core part of how Axion scales.

WHAT YOU'LL DO

BUILD & SCALE CUSTOMER SUCCESS

• Build, mentor, and lead a high-performing Customer Success organization as a hands-on player-coach

• Codify a repeatable customer journey from onboarding and first value through production, renewal, and expansion

• Design customer segmentation, service tiers, coverage models, playbooks, and operating rhythms that evolve with Axion's scale

• Establish hiring standards, onboarding programs, and coaching frameworks for the Customer Success team

DRIVE CUSTOMER OUTCOMES

• Personally partner with a small portfolio of Axion's most strategic enterprise customers; this role is expected to stay close to the work, not manage from a distance

• Build trusted executive relationships that create conviction, accelerate adoption, and tie Axion to the customer's highest-priority business outcomes

• Step into high-priority customer situations, diagnose what is blocking value, and mobilize the right cross-functional team to unblock them

• Build a culture centered on measurable customer outcomes - business value realized, behaviors changed, and expansion earned - rather than activity

PARTNER ACROSS THE BUSINESS

• Partner with Sales on account strategy, renewal, and expansion, with explicit ownership and handoffs across the customer lifecycle

• Partner with Engagement and Solutions to make the transition from deployment to activation and value realization seamless

• Turn patterns from customer deployments into crisp Product and Engineering priorities, while distinguishing scalable product needs from one-off requests

• Create one integrated customer journey across Axion, so customers experience a single team rather than internal functions

BUILD OPERATIONAL EXCELLENCE

• Build a clear operating cadence around activation, time-to-value, customer health, adoption, realized value, renewals, retention, and expansion forecasting

• Use customer data to identify risk, prioritize resources, and improve customer outcomes

• Build the systems, tooling, automation, and executive reporting required to scale Customer Success with rigor

WHAT WE'RE LOOKING FOR

• 10+ years of Customer Success, Solutions, Services, or post-sale leadership experience in enterprise SaaS, AI, or other complex enterprise technology, including meaningful leadership responsibility

• You've built and led high-performing enterprise Customer Success teams and can credibly operate as both an executive leader and a hands-on player-coach

• Track record of moving complex enterprise customers from initial deployment to adoption, measurable business value, production or renewal, and expansion

• Experience designing and scaling Customer Success organizations