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.