AON3D
Additive Manufacturing
Director,CustomerSuccess
Neural analysis suggests this role is
optimal for Director candidates.
“Director, Customer Success at AON3D. Skills: Customer Success, Technical Support, Account Management, Process Improvement. Own post-sale customer relationship. Manage onboarding, adoption, training”
What You'll Achieve.
Drive renewal performance; Ensure consistent support
Industry & Context.
Root-cause Investigations; Troubleshooting
What They're Looking For.
Must Have
7+ years customer success, field service, technical account management, support leadership, or aftermarket operations, Commercial instincts, Technical fluency, Experience handling escalations, Demonstrated ability to create process from ambiguity, Excellent written communication, Sound judgment, Experience with CRM and support tooling, Experience with cross-functional coordination platforms
Nice to Have
Experience with industrial 3D printing, Experience with machine tools, Experience with lab equipment, Experience with factory automation, French language skills
What You'll Do.
Own post-sale customer relationship
Ensure support-plan value realization
Lead renewals for Success Plans
Lead software support renewals
Lead aftermarket structure renewals
Lead high-severity customer escalations
Manage printer support escalations
Manage software support escalations
Manage field reliability escalations
Manage service logistics escalations
Convert technical situations to customer communication
Define clear timelines and next steps
Manage customer success team
Deliver superior customer outcomes
Coordinate customer training programs
Conduct on-site training sessions
Provide retraining after operator turnover
Define support boundaries
Define escalation paths for standard systems
Define escalation paths for beta systems
Define escalation paths for engineering engagement
Maintain customer-centric operating rhythm
Ensure internal messaging alignment
Capture customer activity in systems of record
Record ticketing workflows
Record support history
Record diagnostic context
Record account summaries
Partner with Sales on handoff quality
Partner with Sales on expansion context
Partner with Sales on renewals
Partner with Sales on reference-ability
Partner with Sales on executive account strategy
Build processes for account assignment
Build processes for support handoffs
Build processes for field visit follow-up
Build processes for customer communications
Improve processes for account assignment
Improve processes for support handoffs
Improve processes for field visit follow-up
Improve processes for customer communications
How You'll Work.
Team & Collaboration
Cross-functional coordination; Internal messaging alignment; Sales partnership
Communication Scope
Customer Communication; Internal Messaging; Written Communication
Process & Methodology
Process Creation, Escalation Workflows, Service Plans
Full Job Description
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 to 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. 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 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. 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 propo
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