Customer Success Manager

About Axya

Axya is a procurement platform for engineering-to-order manufacturers — aerospace, custom vehicles, precision machinery. We help upper mid-market manufacturers across Canada and the USA run faster, more reliable procurement through workflow-native software and an agentic AI layer that captures what ERPs miss. Customers include MDA Space, Airbus Atlantic, Cascades, Marmen and much more. We are in the process of closing our series A to support the scale of the business and enter a steep growth phase where we need builders to move the work ahead.

The Role

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 did not 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 greatest work does still happen in person.

Customer success is a whole-organization priority at Axya. You work closely with: the VP of Customer Success, one other CSM, a data analyst, a three-person support team, and direct access to product and engineering. Your observations from the field shape the product roadmap.

What You Will Own

Deployment & Project Management

• 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.

Domain Expertise & Change Management

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

Strategic Health & Trusted Advisor

• 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

Renewals & Expansion

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

Who You Are

• 3–5+ years in B2B SaaS CS, account management, implementation, or project management in an operationally complex vertical
• Genuine domain expertise in manufacturing, supply chain, or procurement — you speak the language fluently, not just conversationally
• Strong project management: you run structured deployments, own timelines, and close open loops
• Technical fluency: you generate reports, navigate data, understand integration concepts, and troubleshoot to root cause without always needing engineering
• Change management instincts: you identify organizational friction, align stakeholders, and drive adoption beyond surface-level usage
• Commercially sharp: ROI narratives, renewal negotiations, expansion identification
• Comfortable traveling for onsite customer visits across Canada and/or the USA 
• Excellent English · French a strong plus

Nice to have: ERP or supply chain platform experience · AI or automation workflow exposure · BI/SQL comfort · CRM/CSP familiarity

What Success Looks Like in 12 Months

• Deployments hit PO and supplier targets on schedule, with blockers resolved before they become escalations
• Every strategic account has a documented, customer-validated ROI narrative
• Renewals closed with improved terms
• 2–3 CS-originated expansion opportunities in the CRM, at least one converted
• Your customers’ procurement leads and executives consider you a strategic advisor

How We Work

• Customer-centric. The customer’s operational reality is the starting point for everything. We earn trust by understanding their world, not by pitching ours.
• Ownership and initiative. You see something that needs doing, you do it. No one assigns you problems — you find them.
• Accountability and autonomy. Remote and async-friendly, low-meeting culture. We trust you with the work, and you own the outcome.