Customer Success Manager

Role Overview

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 didn't 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 best work still happens in person.

Customer success is a whole-organization priority at Axya. You work closely with the VP of Customer Success, fellow CSMs, our Data & AI Product Analyst, the Support team, and direct access to Product and Engineering. Your observations from the field shape the roadmap.

Key Responsibilities

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 — workflows, team dynamics, organizational friction points
• Redesign workflows, not just train on features — the goal is operational change, not just software adoption
• Drive stakeholder alignment at multiple levels: operational users, procurement managers, 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

What We’re Looking For

• 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

Preferred (Axya-Specific)

• Hands-on experience with an ERP system (SAP, Epicor, Genius, Kinetic, or similar), supply chain operations, or procurement — you've lived inside the systems and processes our customers use every day.
• AI or automation workflow exposure · BI/SQL comfort · CRM/CSP familiarity

Why Join Axya

• 🏖 Unlimited vacation policy: because we believe in balance.
• 🏥 Comprehensive health insurance: your well-being matters.
• 🕒 Flexible work schedule: results matter more than hours.
• 🏡 100% remote: get the job done wherever you prefer.

• 🚀 Be part of a high-impact, collaborative team making real change in a traditional industry.