Senior Customer Success Manager

Axion Ray’s mission is to improve the quality and safety of innovative, engineered products - airplanes, electric vehicles, medical devices, home appliances, consumer electronics - by creating the world’s best proactive management platform, powered by the latest advances in artificial intelligence. Axion leverages bleeding-edge tech & AI stack to solve real-world problems. With investment from top Enterprise SaaS VCs like Bessemer, and key strategic partners such as Boeing and Raytheon, we are uniquely positioned to solve the hardest problems in manufacturing today.

Job Overview:

We're seeking a Launch Engagements Manager to ensure successful post-sales implementation, adoption, and value realization of Axion’s AI platform. You will collaborate with internal teams (Product, Data Science, and Engineering) and client stakeholders to drive effective user enablement, achieve key metrics, and deliver exceptional customer outcomes. Success in this role requires strong organizational navigation, technical depth, and the ability to foster strong client relationships while maintaining a results-oriented approach.

What You’ll Do:

Strategic Account Management:

• Research client organizations to understand goals, priorities, and organizational structure.

• Build and maintain strong relationships with client stakeholders, from working teams to executives.

• Prepare and deliver executive-level presentations to communicate project progress, key findings, and ROI.

• Act as the primary point of contact for post-sales implementation, ensuring alignment with client objectives.

Implementation Planning & Execution:

• Lead project kickoff meetings, including developing project plans, goals, and timelines.

• Coordinate across internal teams and client champions to establish a seamless data delivery process.

• Document client workflows, processes, and technical requirements for platform configuration and integration.

• Manage day-to-day implementation logistics, ensuring adherence to timelines and deliverables.

Platform Configuration & User Enablement:

• Configure the platform based on client workflows and feedback.

• Lead training sessions for pilot leaders and end-users to drive adoption.

• Support users in leveraging platform features and achieving operational goals.

• Validate insights and outputs with users to ensure actionable results.

Data Integration & Issue Resolution:

• Manage data integration tasks, working with DataOps and client teams to ensure seamless data flow.

• Identify and address high-impact issues ("bangers"), coordinating with internal teams to resolve promptly.

• Gather and act on user feedback to refine configurations and ensure the platform meets evolving client needs.

Adoption & Value Realization:

• Collect and analyze usage data to assess user engagement and platform ROI.

• Provide ongoing support, training, and enablement to expand user groups and onboard additional teams.

• Collaborate with users and client champions to embed platform use into daily workflows.

• Facilitate process adjustments to improve user outcomes and platform effectiveness.

Metrics & Reporting:

• Prepare regular progress reports, showcasing implementation milestones, user adoption rates, and business impact.

• Assist clients in developing business cases and calculating ROI for continued investment in the platform.

• Support planning sessions for scaling and transitioning to production environments.

Who You Are:

• 4+ years of experience in technical implementation, customer success, or enterprise software consulting.

• Proven ability to manage complex projects across multiple stakeholders and teams.

• Strong technical acumen, including experience with data integration and software configuration .

• Exceptional communication and presentation skills to engage with users, champions, and executives.

• A problem-solving mindset with the ability to identify client needs and align solutions to drive impact.

• Adaptability to thrive in a fast-paced startup environment with shifting priorities.

Additional Responsibilities:

• Draft project plans, including goals and timelines, and align cross-functional teams.

• Manage scheduling of meetings, workshops, and training sessions.

• Document project details and maintain comprehensive records for future reference.

• Gather and document product needs as clear JIRA tickets for internal teams.

• Collaborate with client champions to promote the platform internally and support procurement processes.

• Ensure all knowledge transfer, documentation, and final project handoffs are complete and accurate.

Axion Ray is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws.