Director, Customer Success

Axoniq; Town of Texas (WI); On-site; USD 150,000 - 230,000; Full time

Benefits offered by this job

100% Remote

Competitive compensation

Job summary

Axoniq is hiring a Director, Customer Success to own a portfolio of enterprise and mid-market accounts, building the CS motion largely from scratch. This quota-carrying, individual-contributor role reports to the VP and focuses on retention and expansion within the book of business, with strong technical credibility to engage with architects and engineers.

You will own renewals end-to-end, create onboarding flows and health scoring, and identify expansion opportunities while advocating for

Qualifications

• 7+ years in customer success, account management, or a technical post-sales role at an enterprise software or infrastructure company.
• Direct experience building a customer success function from the ground up (0 to 1).
• Technical fluency to read architecture diagrams and discuss event-driven systems with engineers.
• Track record of meeting or exceeding retention and expansion targets.
• Excellent executive communication and comfort with platform engineers and CTOs.
• Grit: ownership, ambiguity tolerance, and proactive process-building.

Responsibilities

• Own the renewal and expansion numbers across an enterprise/regulated accounts portfolio.
• Stand up onboarding flows, health scoring, QBR cadence, escalation paths, and renewal playbooks.
• Collaborate with customer engineering and architecture teams to drive adoption of Axon Server and Axon Framework.
• Translate technical capabilities into business outcomes for practitioners and executives.
• Identify upsell/expansion opportunities and partner with sales to execute.
• Represent customers internally by feeding product and engineering with prioritized feedback.
• Lead renewals end to end with sales and legal on terms.
• Manage technically complex deployments in regulated environments and handle escalations.

Skills

Customer success

Account management

Technical post-sales

Retention & expansion

Executive communication

Grit/ownership

Bachelor's degree

Education

Bachelor's degree

Job description

Reports To: VP, Alliances & Customer Success

Axoniq builds the event-driven platform that makes complex, mission-critical systems explainable and auditable. Every business decision and system action is captured as an immutable, ordered record that can be queried and replayed to reconstruct exactly what happened and why. Built on 15 years of open-source maturity with Axon Framework and Axon Server, Axoniq's commercial platform now pairs that foundation with cloud services and intelligence tools that make AI-driven systems explainable by design.

Axoniq is hiring a Director, Customer Success to own a portfolio of enterprise / mid market accounts and build the customer success motion largely from scratch. This is a quota-carrying, individual-contributor role reporting to the VP, Alliances & CS. You will be directly responsible for retention and expansion within your book of business while also defining the playbooks, processes, and cadences. We're looking for someone who has taken a customer success function from stage 0 to stage 1 before: comfortable without a fully-built playbook, technical enough to sit in a room with customer architects and engineers, and gritty enough to push a stalled account back on track without being told how.

What You'll Do

• Own the number. Carry a renewal and expansion quota across an assigned portfolio of enterprise and regulated-industry accounts, and forecast retention and expansion with accuracy.
• Build from zero. Stand up the onboarding flows, health scoring, QBR cadence, escalation paths, and renewal playbooks that a stage 0-to-1 customer success function needs; you won't be inheriting a mature motion.
• Go deep technically. Partner directly with customer engineering and architecture teams to drive adoption of Axon Server, Axon Framework, and Axoniq's broader event-driven and explainability platform.
• Translate value. Turn technical capability (event sourcing, and immutable audit trails)into business outcomes that resonate with both practitioners and executive stakeholders.
• Find the expansion. Identify upsell and expansion opportunities within your accounts and partner with sales to execute on them.
• Represent the customer internally. Feed structured, prioritized customer feedback to product and engineering, and be a credible internal advocate for what your accounts need.
• Own renewals end to end. Lead renewal conversations and partner with sales and legal on commercial terms.
• Handle the hard accounts. Navigate technically complex, mission-critical deployments in regulated environments, including at-risk accounts and escalations, with persistence and ownership.

What You'll Bring

• 7+ years in customer success, account management, or a technical post-sales role at an enterprise software or infrastructure company, including 2+ years carrying a renewal or expansion quota.
• Direct experience building a customer success function, process, or motion from the ground up (0 to 1) - not just operating inside an established one.
• Technical fluency: you can read an architecture diagram, hold your own in a conversation about event-driven systems, and earn credibility with engineers.
• A track record of hitting or exceeding retention and expansion targets.
• Excellent executive communication and equally comfortable with a customer's platform engineers and its CTO.
• Grit: high ownership, comfortable with ambiguity, and willing to build the process rather than wait for one.
• Bachelor's degree or equivalent practical experience.

Nice to Have

• Familiarity with event sourcing, CQRS, or domain-driven design (DDD).
• Experience with ecosystems, open source, microservices architectures, or cloud-native infrastructure.
• Prior experience at an early-stage or growth-stage tech company.
• Experience with regulated industries (financial services, government, healthcare, or insurance) is a strong plus.

What Axoniq Offers

• Opportunity to work with a growing, innovative company
• Collaborative and supportive team environment
• Recognition programs and sales competitions
• Access to cutting-edge sales tools and technology
• 100% Remote
• Competitive compensation

We are an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.