Aon3d
Director, Customer Success
Montréal, Quebec, Canada · Director · Full-time
Sponsorship not specifiedDetected 30 days ago
HubSpotCRMAccount ManagementLogisticsCustomer SuccessRoboticsLeadershipCommunication
About the role
- This is a senior leadership role that bridges commercial and technical functions, replacing responsibilities currently shared across multiple leaders.
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.
- Lead renewals for Success Plans, software support, and other aftermarket offerings
- 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.
- 7+ years in customer success, field service, technical account management, support leadership, or aftermarket operations within a capital equipment, industrial automation, robotics, manufacturing-tech environment.
Nice to have
- Experience with CRM and support tooling (e.g., HubSpot) and cross-functional coordination platforms (e.g., Slack-based support workflows).
- Experience with industrial 3D printing, machine tools, lab equipment, factory automation, or other technical hardware sold with ongoing service and support plans is strongly preferred.
- French language skills are an asset.
Skills
- Full-time, permanent
- Start Your Journey With Us
- Feel free to share this posting with someone in your network who may be a great fit.
- AON3D uses AI supported tools within portions of the hiring process to promote fair, consistent, and objective evaluation.
- Certain initial screening steps may be automated to help identify qualified candidates.
Company info
- 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.
- 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.
- 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.
- What We Are Looking For
- Coordinate customer training programs, including on-site sessions, retraining after operator turnover, and training bundled as part of renewal motions.
This listing is sourced directly from Aon3d's careers page and normalized into a canonical job model.