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About the role
<div class="content-intro"><p><strong><span data-contrast="auto">About Us</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p>
<p><span data-contrast="auto">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.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":240,"335559739":240}"> </span></p>
<p><span data-contrast="auto">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.</span></p></div><p><strong><span data-contrast="auto">About The Role</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p>
<p><span class="TextRun SCXW229872626 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW229872626 BCX0">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. </span><span class="NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW229872626 BCX0">Reporting to</span><span class="NormalTextRun SCXW229872626 BCX0"> 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.</span></span><span class="EOP Selected SCXW229872626 BCX0" data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p>
<p><strong><span data-contrast="auto">What You Will Do</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":240,"335559739":240}"> </span></p>
<ul>
<li><span data-contrast="auto"><span data-ccp-charstyle="List Paragraph">Own the post-sale customer relationship for strategic and at-risk accounts, encompassing onboarding, adoption, training, support-plan value realization, and renewals.</span></span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></li>
<li><span data-contrast="auto"><span data-ccp-charstyle="List Paragraph">Lead high-severity customer escalations across printer support, software support, field reliability, and service </span><span data-ccp-charstyle="List Paragraph">logistics</span><span data-ccp-charstyle="List Paragraph"> — converting complex technical situations into clear customer communication with defined timelines and next steps.</span></span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></li>
<li><span data-contrast="auto"><span data-ccp-charstyle="List Paragraph">Manage a technical, engineering-focused customer success team to deliver superior customer outcomes.</span></span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></li>
<li><span data-contrast="auto"><span data-ccp-charstyle="List Paragraph">Coordinate customer training programs, including on-site sessions, retraining after operator turnover, and training bundled as part of renewal motions.</span></span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></li>
<li><span data-contrast="auto"><span data-ccp-charstyle="List Paragraph">Lead renewals for Success Plans, software support, and other aftermarket offerings; structure commercial proposals that align customer needs with service delivery realities.</span></span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></li>
<li><span data-contrast="auto"><span data-ccp-charstyle="List Paragraph">Define support boundaries and escalation paths for standard systems, beta systems, and issues requiring engineering engagement.</span></span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></li>
<li><span data-contrast="auto"><span data-ccp-charstyle="List Paragraph">Maintain a customer-centric operating rhythm across Success, Applications, Software, and </span><span data-ccp-charstyle="List Paragraph">Engineering</span><span data-ccp-charstyle="List Paragraph"> so internal messaging is aligned before it reaches the customer.</span></span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></li>
<li><span data-contrast="auto"><span data-ccp-charstyle="List Paragraph">Ensure customer activity is captured in systems of record, including CRM and ticketing workflows, support history, diagnostic context, and account summaries.</span></span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></li>
<li><span data-contrast="auto"><span data-ccp-charstyle="List Paragraph">Partner with Sales on handoff quality, expansion context, renewals, reference-ability, and executive account strategy.</span></span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></li>
<li><span data-contrast="auto"><span data-ccp-charstyle="List Paragraph">Build and continuously improve lightweight but rigorous processes for account assignment, support handoffs, field visit follow-up, and customer communications.</span></span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></li>
</ul>
<p><strong><span data-contrast="auto">What We Are Looking For</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":240,"335559739":240}"> </span></p>
<ul>
<li><span data-contrast="auto"><span data-ccp-charstyle="List Paragraph">7+ years in customer success, field service, technical account management, support leadership, or aftermarket operations within </span><span data-ccp-charstyle="List Paragraph">a capital</span><span data-ccp-charstyle="List Paragraph"> equipment, industrial automation, robotics, manufacturing-tech, or technical software environment.</span></span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></li>
<li><span data-contrast="auto"><span data-ccp-charstyle="List Paragraph">Strong commercial instincts: proven </span><span data-ccp-charstyle="List Paragraph">track record</span><span data-ccp-charstyle="List Paragraph"> managing renewals, pricing conversations, and packaging of service, training, and support offerings.</span></span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></li>
<li><span data-contrast="auto"><span data-ccp-charstyle="List Paragraph">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.</span></span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></li>
<li><span data-contrast="auto"><span data-ccp-charstyle="List Paragraph">Experience handling escalations involving hardware, software, field reliability, operator training, and cross-functional root-cause investigations.</span></span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></li>
<li><span data-contrast="auto"><span data-ccp-charstyle="List Paragraph">Demonstrated ability to create process from ambiguity: account handoffs, service plans, escalation workflows, customer notes, and team operating cadences.</span></span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></li>
<li><span data-contrast="auto"><span data-ccp-charstyle="List Paragraph">Excellent written communication and sound judgment — particularly in </span><span data-ccp-charstyle="List Paragraph">determining</span><span data-ccp-charstyle="List Paragraph"> what to communicate to customers, when to escalate, and how to keep internal and external messaging aligned.</span></span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></li>
<li><span data-contrast="auto"><span data-ccp-charstyle="List Paragraph">Experience with CRM and support tooling (e.g., HubSpot) and cross-functional coordination platforms (e.g., Slack-based support workflows).</span></span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></li>
<li><span data-contrast="auto"><span data-ccp-charstyle="List Paragraph">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.</span></span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></li>
<li><span data-contrast="auto"><span data-ccp-charstyle="List Paragraph">Strong written and oral communication skills in English </span><span data-ccp-charstyle="List Paragraph">are required to</span><span data-ccp-charstyle="List Paragraph"> effectively collaborate with teams, customers, and partners </span><span data-ccp-charstyle="List Paragraph">located</span><span data-ccp-charstyle="List Paragraph"> outside Québec. French language skills are an asset.</span></span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></li>
</ul>
<p><strong><span data-contrast="auto">Location and Work Model</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":240,"335559739":240}"> </span></p>
<p><span data-contrast="auto">Location: </span><span data-contrast="auto">Montreal</span><br><span data-contrast="auto">Work model: </span><span data-contrast="auto">Hybrid</span><br><span data-contrast="auto">Employment type: </span><span data-contrast="auto">Full-time, permanent</span></p><div class="content-conclusion"><p><strong><span data-contrast="auto">Start Your Journey With Us</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":240,"335559739":240}"> </span></p>
<p><span data-contrast="auto">Apply today and join a team that is shaping the future of additive manufacturing through intelligent, high performance technologies. Not quite the right role for you? Feel free to share this posting with someone in your network who may be a great fit.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":240,"335559739":240}"> </span></p>
<p><span data-contrast="auto">AON3D uses AI supported tools within portions of the hiring process to promote fair, consistent, and objective evaluation. Certain initial screening steps may be automated to help identify qualified candidates. If your application is declined through an automated step, you may request a human review.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":240,"335559739":240}"> </span></p>
<p><span class="TextRun SCXW89791207 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW89791207 BCX0">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 contact</span><span class="NormalTextRun SCXW89791207 BCX0"> </span></span><span class="TextRun Underlined SCXW89791207 BCX0" lang="EN-US" data-contrast="none"><a href="mailto:careers@aon3d.com" target="_blank"><span class="NormalTextRun SCXW89791207 BCX0" data-ccp-charstyle="Hyperlink">career</span><span class="NormalTextRun SCXW89791207 BCX0" data-ccp-charstyle="Hyperlink">s</span><span class="NormalTextRun SCXW89791207 BCX0" data-ccp-charstyle="Hyperlink">@aon3d.com</span></a><span class="NormalTextRun SCXW89791207 BCX0" data-ccp-charstyle="Hyperlink">.</span></span><span class="EOP SCXW89791207 BCX0" data-ccp-props="{"134233117":false,"134233118":false,"201341983":0,"335551550":1,"335551620":1,"335559685":0,"335559737":0,"335559738":240,"335559739":240,"335559740":279}"> </span></p>
<p><strong><span data-contrast="auto">Equal Opportunity Statement</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"201341983":0,"335551550":1,"335551620":1,"335559685":0,"335559737":0,"335559738":240,"335559739":240,"335559740":279}"> </span></p>
<p><span data-contrast="auto">AON3D is an equal opportunity employer. All qualified applicants are given consideration regardless of race, religion, colour, 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.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":240,"335559739":240}"> </span></p></div>
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