Head of Customer Success

Founded in 2021, Axion is at the forefront of transforming product quality and customer satisfaction in manufacturing. Our cutting‑edge AI‑powered platform empowers manufacturers to swiftly identify, thoroughly investigate, and effectively resolve quality issues while simultaneously elevating customer experiences and outcomes.

As trailblazers in end-to-end quality intelligence, we're setting new industry standards. Our innovative approach enables industrial, aerospace, consumer, and medtech manufacturers to harness the power of quality and post‑market data, driving down costs and boosting business performance.

Our vision extends beyond mere problem‑solving; we're committed to reshaping the future of manufacturing. By seamlessly integrating advanced AI technology with deep industry expertise, Axion is paving the way for smarter, safer, and more efficient production processes across diverse sectors.

Backed by leading investors, including Bessemer Venture Partners, Amplo, Boeing, and RTX Ventures, Axion is poised to lead the quality revolution in manufacturing.

We're hiring our first Head of Customer Success to build the systems, team, and operating model that ensure customers consistently realize measurable business value from our platform.

This is a player‑coach leadership role. You'll personally partner with a portfolio of strategic enterprise customers while building the Customer Success organization that will support Axion's next stage of growth. Working cross‑functionally with Sales, Engagement, Product, and Engineering, you'll define how Customer Success operates—from customer onboarding and adoption through renewal and expansion.

Your mission is to build a measurable, repeatable customer operating system that transforms complex enterprise deployments into realized customer value, durable retention, and long‑term expansion.

During your first year, you'll:

• Establish a unified customer lifecycle with clear ownership across Sales, Engagement, Solutions, Product, and Engineering

• Define the core operating metrics that measure customer success, including retention, adoption, renewal forecasting, customer health, and time‑to‑value

• Build customer segmentation, service tiers, and scalable operating processes that support future growth

• Implement a validated customer health framework with proactive risk management and executive visibility

• Create repeatable Executive Business Review (E ) and Mutual Success Planning programs across strategic accounts

• Impact customer retention, adoption, and expansion through measurable business outcomes

• Build and develop a Customer Success organization capable of scaling alongside Axion's growth

This is a player‑coach leadership position. During your first year, you'll spend meaningful time partnering directly with executive stakeholders at some of Axion's largest enterprise customers while simultaneously building the Customer Success organization, operating model, and processes that will support future scale.

You'll work closely with executive leadership to define how Customer Success measures success, collaborates across the business, and contributes to long‑term customer growth.

• Build, mentor, and lead a high‑performing Customer Success organization

• Design scalable customer success processes, playbooks, and operating rhythms

• Develop customer segmentation, lifecycle management, and service models that improve customer outcomes while enabling future growth

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

• Personally manage a portfolio of strategic enterprise customers as an executive sponsor

• Lead…