Director, Customer Success

About Us

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.

About The Role

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.Reporting toexecutive 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.

What You Will Do

• 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 servicelogistics 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 andEngineeringso 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.

What We Are Looking For

• 7 years in customer success field service technical account management support leadership or aftermarket operations withina capital equipment industrial automation robotics manufacturing-tech environment.
• Strong commercial instincts: proventrack recordmanaging renewals pricing conversations and packaging of service training and support offerings.
• Technical fluency sufficient to drive triage set expectations credibly and communicate effectively with engineering teams without needing to be the deepest technical resource in the room.
• Experience handling escalations involving hardware software field reliability operator training and cross-functional root-cause investigations.
• Demonstrated ability to create process from ambiguity: account handoffs service plans escalation workflows customer notes and team operating cadences.
• Excellent written communication and sound judgment particularly indeterminingwhat to communicate to customers when to escalate and how to keep internal and external messaging aligned.
• 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.
• Strong written and oral communication skills in Englishare required toeffectively collaborate with teams customers and partnerslocatedoutside Québec. French language skills are an asset.

Location and Work Model

Location: Montreal
Work model: Hybrid
Employment type: Full-time permanent

Start Your JourneyWithUs

Apply today and join a team that is shaping the future of additive manufacturing through intelligenthigh quite theright role for you Feel free to share thispostingwith someoneinyour 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. Certaininitialscreening steps may be automated to helpidentifyqualified candidates. If your application is declined through an automated step you may request a human review.

We are committed to fostering a workplace where everyone feels respected supported and able to contribute. If you require accommodation at any stage of the application process please contactcareers@.

Equal Opportunity Statement

AON3D is an equal opportunity employer. All qualified applicants are given consideration regardless of race religioncolour gender sex age sexual orientation gender identity national origin marital status citizenship status disability veteran status or any other protected class as provided in applicable employment laws.

Required Experience:

Director

Employment Type : Full Time
Experience: years
Vacancy: 1