---
title: 'Director, Customer Success at AON3D Careers'
canonical: 'https://feeny.ai/job/director-customer-success-aon3d-careers-montreal-dcr1rfpsh1n9'
type: 'job'
last_seen: '2026-09-12'
---

# Director, Customer Success at AON3D Careers

- **Company:** AON3D Careers
- **Location:** Montréal, Canada
- **Posted:** 2026-06-08
- **Last confirmed live:** 2026-09-12
- **Apply:** https://job-boards.greenhouse.io/aon3d/jobs/4273488009

## 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 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, and Engineering so 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 within a capital equipment, industrial automation, robotics, manufacturing-tech environment.
- Strong commercial instincts: proven track record managing 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 in determining what 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 English are required to effectively collaborate with teams, customers, and partners located outside Québec. French language skills are an asset.

Location and Work Model

Location: Montreal Work model: Hybrid Employment type: Full-time, permanent Start Your Journey With Us

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.

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.

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 careers@aon3d.com.

## Equal Opportunity Statement

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.

## About AON3D Careers

## Company Overview
- **One-liner**: AON3D provides industrial additive manufacturing hardware, software, and materials that enable businesses to 3D print high-performance parts using advanced thermoplastics and composites like PEEK and ULTEM.
- **Entity Type**: Private (Venture Capital-backed)
- **Headquarters**: Montreal, Quebec, Canada (9494 Boulevard Saint-Laurent, Suite 600)
- **Founded**: 2015
- **Founders**: Not publicly available

## Core Business
- **Primary industry**: Industrial Additive Manufacturing / 3D Printing
- **Target customers**: B2B — ranging from small businesses to multinational Fortune 500 corporations across aerospace, automotive, R&D, and industrial sectors
- **Mission statement**: "To build products that companies rely on every day to tackle humanity's toughest technical problems — saving the planet, saving lives, and exploring space" [aon3d.com](https://www.aon3d.com/about/)

## Products & Services
- **AON M2+ Printer**: The company's flagship industrial 3D printer, described as "the fastest and most affordable way to get strong, high-performance parts" using advanced thermoplastics and composites [builtin.com](https://builtin.com/company/aon3d/)
- **AON M Series**: A line of industrial 3D printers for high-performance polymer printing
- **Open Materials Platform**: A groundbreaking platform that allows customers to work with a wide variety of engineering-grade materials, enabling flexibility and innovation
- **Readyprint**: A service offering for customers who need parts printed on demand
- **Materials Portfolio**: Includes high-performance polymers such as PEEK, ULTEM, Carbon, and other advanced composites

## Market Standing
- **Valuation**: Not publicly disclosed
- **Key Metric**: Total Funding — the company recently reached "a significant fundraising milestone" that will accelerate growth [ca.indeed.com](https://ca.indeed.com/cmp/Aon3d)
- **Global Reach**: Printers deployed in 25+ countries worldwide [aon3d.com](https://www.aon3d.com/about/)
- **Customer Base**: Serves hundreds of businesses, from small shops to Fortune 500 enterprises
- **Growth Signals**: Multidisciplinary team expansion, recent funding milestone, and growing international presence in regions including the United States, Canada, Europe (UK, Germany, Netherlands, France, Spain, Portugal, Sweden, Switzerland), Asia (Singapore, Japan, China), Australia, and the UAE

## Competitive Advantages
- **Open Materials Platform**: Unlike many competitors that lock customers into proprietary materials, AON3D's open system allows engineers to experiment with and use the best material for each application
- **High-Performance Materials Expertise**: Specializes in printing with advanced thermoplastics (PEEK, ULTEM) and composites — materials critical for aerospace, medical, and industrial applications
- **Engineering-First Culture**: Describes itself as "at its heart, an engineering company" with a focus on solving the most challenging problems in additive manufacturing [aon3d.com](https://www.aon3d.com/careers/)
- **Accessibility**: Aims to make industrial 3D printing "accessible, open, and should encourage businesses to explore what's possible" [aon3d.com](https://www.aon3d.com/about/)

## Strategic Focus
- **Current Priorities**: Scaling the business following recent fundraising, expanding the open materials platform, and deepening penetration in high-value industries like aerospace, automotive, and medical devices
- **Growth Direction**: International expansion (already in 25+ countries), developing new processes for brand-new high-performance engineering polymers, and building better tools for successful printing
- **Innovation Focus**: Enabling customers to bring high-performance 3D printing in-house, reducing supply chain dependencies

## Why Work Here
- **Culture**: Described as a "dynamic startup with great potentials" where managers are "very involved in day to day operations" and the environment "remains fun and supports career advancement" [ca.indeed.com](https://ca.indeed.com/cmp/Aon3d)
- **Team Composition**: Hires "motivated makers, enthusiastic engineers, and engaged entrepreneurs" from a wide variety of technical backgrounds [aon3d.com](https://www.aon3d.com/careers/)
- **Work Environment**: On-site in Montreal's vibrant Mile End area (Boulevard Saint-Laurent), with a focus on enjoying "la vie Montréalaise"
- **Perks**: Includes stock options, group insurance, training opportunities, and a dog-friendly office [aon3d.com](https://www.aon3d.com/careers/)
- **Engineering Culture**: Tackles challenging problems in additive manufacturing, from developing new material processes to building precision machine controls
- **Workplace Rating**: 3.2 out of 5 stars on Indeed, with employees noting flexible hours and good salary/vacation/sick leave [ca.indeed.com](https://ca.indeed.com/cmp/Aon3d)

## Sources
1. [aon3d.com - About Page](https://www.aon3d.com/about/)
2. [aon3d.com - Careers Page](https://www.aon3d.com/careers/)
3. [aon3d.com - Jobs Page](https://www.aon3d.com/jobs/)
4. [builtin.com - AON3D Company Profile](https://builtin.com/company/aon3d/)
5. [ca.indeed.com - AON3D Careers and Employment](https://ca.indeed.com/cmp/Aon3d)

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