Director, Customer Success

AON3D is a venture capital-backed additive manufacturing company based in Montréal, focused on creating intelligent tools for high-performance parts manufacturing. They are seeking a Director, Customer Success to manage the post-sale customer experience, ensuring high-quality support and driving renewal performance for strategic accounts.

Responsibilities:

• Own the post-sale customer relationship for strategic and at-risk accounts, encompassing onboarding, adoption, training, support-plan value realization, and renewals
• Lead high-severity customer escalations across printer support, software support, field reliability, and service logistics — converting complex technical situations into clear customer communication with defined timelines and next steps
• Manage a technical, engineering-focused customer success team to deliver superior customer outcomes
• Coordinate customer training programs, including on-site sessions, retraining after operator turnover, and training bundled as part of renewal motions
• Lead renewals for Success Plans, software support, and other aftermarket offerings; structure commercial proposals that align customer needs with service delivery realities
• Define support boundaries and escalation paths for standard systems, beta systems, and issues requiring engineering engagement
• Maintain a customer-centric operating rhythm across Success, Applications, Software, and Engineering so internal messaging is aligned before it reaches the customer
• Ensure customer activity is captured in systems of record, including CRM and ticketing workflows, support history, diagnostic context, and account summaries
• Partner with Sales on handoff quality, expansion context, renewals, reference-ability, and executive account strategy
• Build and continuously improve lightweight but rigorous processes for account assignment, support handoffs, field visit follow-up, and customer communications