Head of Customer Success

Location: New York

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 DoBuild & 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…