Axial3D specializes in the delivery of 3D printing software and services to the healthcare sector, providing machine learning-based solutions that support the integration of 3D printing into the treatment pathway, driving improved surgical outcomes for patients.

Axial3D Ltd is recruiting an experienced Customer Success Manager who will be responsible for driving the ongoing onboarding, use, support and satisfaction for Axial3D’s customers around the world, their growth in usage, both in terms of the number of models being used and the number of clinical specialities using them. They will act as the internal champion to cross-functional teams to improve sustained customer success and growth. Key focus areas will include retention, adoption, and growth for all customers.

The Role

• Be responsible for the usage, growth and satisfaction of Axial3D customers

• Work closely with and where required co-ordinate internal Axial3D resources from sales, marketing, operations and development, to enable customer success targets to be achieved

• Manage the current Customer Success team members (all part-time)

• Manage the on-boarding process of new customers through the customer journey to ensure strong satisfaction, support high-levels of software utilization, and enable true business value attainment.

• Manage customer interactions in a manner that establishes credibility and trust as a business advisor

• Continually work to evolve and improve Customer Success - measured by growth in the number of models used, growth in the number of surgeons and specialities using the models and  satisfaction levels of the surgical teams using the models

• Administer a customer feedback program to develop customer-specific case studies and references

• Provide timely updates to commercial teams about potential qualified new sales opportunities.

• Communicate customer needs/issues to determine actions to resolve customer issues/address need.

• Advocate on behalf of the Customer Success organization, internally and externally, to show our specialization in customer satisfaction, adoption, and outcomes.

• Be responsible for the successful completion of all of the clinical studies/trials that Axial3D performs with our customers

Your Desired Capabilities

• Track record of driving customer success

• Strong hands-on knowledge of healthcare, ideally internationally

• Extensive interaction with sales, systems engineering, product development, and other members of cross-functional teams

• Excellent verbal/written communication and organizational skills

• Strong orientation toward problem-solving with a systematic and managed approach

Your Education & Experience

• Minimum 2 years life sciences or medical devices industry experience

• Minimum 2 years in customer success (preferably) or alternatively marketing sales, or professional services

• Minimum 2 years of management experience

• Ability and willingness to travel as required

The Opportunity

Axial3D is a rapidly growing and award-winning start-up and its success is built on the desire, determination, and talent of its employees. 

It’s a fun and growing team and axial3D offers the opportunity for your ideas to be implemented and to recognized and rewarded for your achievements. We are a diverse group of people committed to making a real impact on people’s lives. We build products for everyone and do not discriminate on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.