Customer Success Manager
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Key skills for this role
Role Overview
This is a forward-deployed Customer Success Manager role requiring deep manufacturing, supply chain, or procurement expertise.
The role owns customer accounts end-to-end from kickoff through deployment, health, renewal, and expansion.
The CSM generates reports, runs workflows, troubleshoots root causes, and drives organizational change to deliver customer ROI.
Key Skills for This Role
Full Job Posting
About Axya
Axya provides AI-powered technology that helps manufacturing companies source and procure custom parts.
Its platform connects manufacturers with suppliers and automates the source-to-pay process from sourcing and quoting through procurement.
Role Overview
This is a forward-deployed Customer Success Manager role requiring deep manufacturing, supply chain, or procurement expertise.
The role owns customer accounts end-to-end from kickoff through deployment, health, renewal, and expansion.
The CSM generates reports, runs workflows, troubleshoots root causes, and drives organizational change to deliver customer ROI.
Deployment and Project Management
- Project-manage onboarding end-to-end, including ERP integration coordination, buyer training, and supplier onboarding waves.
- Set deployment KPIs at kickoff and track them weekly through steady state.
- Coordinate with Support, Product, and Engineering to proactively unblock issues.
Domain Expertise and Change Management
- Understand customer procurement operations, workflows, team dynamics, and organizational friction points.
- Redesign workflows rather than only training customers on product features.
- Drive stakeholder alignment across operational users, procurement managers, and executives.
- Conduct onsite customer visits to build trust, observe operations, and accelerate adoption.
Strategic Health and Commercial Ownership
- Run data-driven business reviews with quantified procurement savings, cycle-time, and sourcing performance narratives.
- Generate custom reports, run diagnostic workflows, and troubleshoot operational issues to root cause.
- Monitor health signals, own renewals, and intervene before customer risk escalates.
- Identify expansion signals, build business cases, and bring in Sales at the right moment.
What We’re Looking For
- 3–5 or more years in B2B SaaS customer success, account management, implementation, or project management in an operationally complex vertical.
- Genuine expertise in manufacturing, supply chain, or procurement is required.
- Strong project management, technical fluency, change management, and commercial judgment are required.
- Travel for onsite customer visits across Canada and/or the United States is required.
- Excellent English is required; French is a strong plus.
Preferred Experience
- Hands-on experience with an ERP system, supply chain operations, or procurement is preferred.
- AI or automation workflow exposure is preferred.
- BI/SQL comfort and CRM/CSP familiarity are preferred.
Work Arrangement
- The role includes meaningful onsite customer work and travel across Canada and the United States.
- The posting also describes the position as 100% remote, creating a conflict with the stated onsite customer visits.
Benefits
- Unlimited vacation policy, comprehensive health insurance, and a flexible work schedule.
- Collaborative team environment focused on transforming manufacturing procurement.
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