Customer Success Manager

About Axya

Axya is building AI-powered technology that's transforming how the manufacturing industry sources and procures parts. Our platform connects manufacturers with suppliers and automates the entire source-to-pay process — from sourcing and quoting to procurement — making it faster, simpler, and more cost-effective for companies sourcing custom parts. By digitizing traditionally manual workflows, Axya enables manufacturers to operate with greater efficiency and competitiveness.

Axya is building AI-powered technology that's transforming how the manufacturing industry sources and procures parts. Our platform connects manufacturers with suppliers and automates the entire source-to-pay process — from sourcing and quoting to procurement — making it faster, simpler, and more cost-effective for companies sourcing custom parts. By digitizing traditionally manual workflows, Axya enables manufacturers to operate with greater efficiency and competitiveness.

We are proud to cultivate an inclusive and collaborative work environment that fosters innovation, growth, and professional development. As a member of our team, you'll collaborate with passionate, forward-thinking professionals and contribute directly to transforming procurement in the manufacturing sector.

This is a forward-deployed CSM role. You come in with deep domain expertise in manufacturing, supply chain, or procurement — enough to immediately understand how a customer's operation works, where it breaks down, and what ‘better’ actually looks like for them. You pair that domain knowledge with strong project management, technical fluency, and a genuine change management mindset to become the trusted advisor your customers didn't know they needed.

You own each account end-to-end — kickoff through deployment, health, renewal, and expansion — with no handoff. You generate reports, run workflows, troubleshoot issues down to root cause, and drive the organizational change required for customers to realize real ROI. You spend meaningful time onsite with customers across Canada and the US, because some of the best work still happens in person.

Customer success is a whole-organization priority  work closely with the VP of Customer Success, fellow CSMs, our Data & AI Product Analyst, the Support team, and direct access to Product and Engineering. Your observations from the field shape the roadmap.

• Project-manage onboarding end-to-end: ERP integration coordination, buyer training, supplier onboarding waves
• Set deployment KPIs at kickoff (PO volume, active suppliers, active buyers) and track weekly to steady-state
• Coordinate across Support, Product, and Engineering to unblock issues proactively

• Understand each customer's procurement operation from the inside — workflows, team dynamics, organizational friction points
• Redesign workflows, not just train on features — the goal is operational change, not just software adoption
• Drive stakeholder alignment at multiple levels: operational users, procurement managers, executives
• Conduct onsite visits to build trust, observe reality firsthand, and accelerate adoption

• Run data-driven Business Reviews with quantified ROI narratives — procurement savings, cycle-time gains, sourcing performance
• Generate custom reports, run diagnostic workflows, and troubleshoot operational issues to root cause
• Monitor health signals and intervene before risk escalates

• Own renewals with structured intervention
• Identify expansion signals, build the business case, and bring in Sales at the right moment

• 3–5+ years in B2B SaaS CS, account management,…