Director, Customer Success
Job Description
<div class="content-intro"><p><strong><span data-contrast="auto">About Us</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> <p><span data-contrast="auto">AON3D is a venture capital-backed, Montréal-based additive manufacturing hardware, software, and materials company. Our solutions drive innovation for hundreds of businesses in 25+ countries worldwide, ranging from small businesses to multinational Fortune 500 corporations.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":240,"335559739":240}"> </span></p> <p><span data-contrast="auto">Our mission is to create intelligent tools that automate and optimize the additive manufacturing process, enabling anyone to manufacture high performance parts, in any material, with the touch of a button.</span></p></div><p><strong><span data-contrast="auto">About The Role</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> <p><span class="TextRun SCXW229872626 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW229872626 BCX0">AON3D is seeking a Director, Customer Success to own the end-to-end post-sale customer experience across success planning, software and printer support, renewals, training, and escalations. This is a senior leadership role that bridges commercial and technical functions, replacing responsibilities currently shared across multiple leaders. </span><span class="NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW229872626 BCX0">Reporting to</span><span class="NormalTextRun SCXW229872626 BCX0"> executive leadership, this person will be accountable for building trust with strategic and at-risk accounts, driving renewal performance, and creating the operating rhythms that ensure customers receive consistent, high-quality support. The role is both strategic and hands-on — part account leader, part support operator, part technical program manager.</span></span><span class="EOP Selected SCXW229872626 BCX0" data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> <p><strong><span data-contrast="auto">What You Will Do</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":240,"335559739":240}"> </span></p> <ul> <li><span data-contrast="auto"><span data-ccp-charstyle="List Paragraph">Own the post-sale customer relationship for strategic and at-risk accounts, encompassing onboarding, adoption, training, support-plan value realization, and renewals.</span></span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></li> <li><span data-contrast="auto"><span data-ccp-charstyle="List Paragraph">Lead high-severity customer escalations across printer support, software support, field reliability, and service </span><span data-ccp-charstyle="List Paragraph">logistics</span><span data-ccp-charstyle="List Paragraph"> — converting complex technical situations into clear customer communication with defined timelines and next steps.</span></span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></li> <li><span data-contrast="auto"><span data-ccp-charstyle="List Paragraph">Manage a technical, engineering-focused customer success team to deliver superior customer outcomes.</span></span><sp