Innovation & Ops Analyst - Customer Success at Axya · Montreal

About Axya

Axya is the AI-powered procurement platform for engineering-to-order manufacturers — aerospace, custom vehicles, machinery. We help upper mid-market manufacturers run faster, more reliable procurement through workflow-native software and an agentic AI layer that captures the execution data ERPs miss. Customers include MDA Space and Marmen.

We just closed our Series A. The next 12 months are about scaling the operating muscle behind our customer base — and CS sits at the center of it.

The Role

We are hiring a CS Innovation & Ops Analyst to be the force multiplier behind our entire CS team. You will own the data, automation, and AI workflow infrastructure that lets every CSM deliver sharper, more measurable outcomes — and turn what we observe across the customer base into insights that drive real business decisions.

This is a new role on a high-leverage team. You report to the VP of CS and work closely with CSMs, Product, and the executive team. Not a passive analyst — a builder who designs the systems that make the team scale.

What You'll Own

1. AI & Workflow Infrastructure

• Design and ship automated workflows (n8n, LLMs, internal tooling) that eliminate manual work across CS.
• Build LLM-powered insight pipelines: health summaries, QBR prep packs, churn-risk alerts, expansion signals.
• Continuously identify the next workflow to automate. Ship it. Measure the time saved.

2. Customer Health & Pipeline Analytics

• Own customer health scoring infrastructure — define inputs, build the pipeline, surface signal.
• Run automated analysis across PO volume, supplier onboarding, buyer activity, and deployment KPIs to flag deviation early.
• Build and maintain renewal and expansion forecasting infrastructure alongside the VP.

3. QBR & Reporting Generation

• Generate QBR materials and ROI reports at scale (Metabase + n8n + LLM pipelines).
• Standardize the reporting layer so every CSM walks into a customer review with sharp, defensible data.

4. Insights → Action

• Turn observations across the customer base into business-impact recommendations: where to push expansion, where churn risk is building, which product gaps are blocking deployment.
• Bring those insights to the VP, CS team, Product, and exec team. Expectation is impact, not dashboards.

Who You Are

A builder who thinks in systems. You see a manual process and reflexively reach for an automation. Equally comfortable writing a prompt, sketching a workflow, debugging a Metabase/SQL query, and presenting a recommendation to the exec team. You translate data into action — you tell the team what to do next, and why.

Must-Haves

• Hands-on experience building AI/LLM workflows in production: prompt design, n8n or equivalent, agentic patterns, structured output pipelines.
• Strong business acumen — you can identify what matters in a dataset and translate it into a clear recommendation a CEO or VP can act on.
• Comfortable with SQL, Metabase or similar BI tool, and JSON/API work.
• 3–5+ years of relevant experience. We weight adjacent experience heavily — data analytics, engineering, ops engineering, RevOps, founding-team builder roles, AI workflow building, supply chain operations/analyst, consulting, ... all count.
• Working proficiency in English. Strong written communication — you can ship a one-page insight memo execs actually read.

Nice-to-Haves

• Domain knowledge in manufacturing, supply chain, or procurement — or the demonstrated ability to ramp on a vertical fast.
• B2B SaaS Customer Success, RevOps, or analytics function experience.
• Modern AI tooling stack: Claude/GPT APIs, embeddings, vector search, eval frameworks.
• Light Python/JavaScript/SQL — enough to write a script when no-code runs out of room.
• French is a plus.

What Success Looks Like in 12 Months

• Automated health scoring, QBR generation, and renewal/expansion forecasting infrastructure shipped and used weekly.
• The VP of CS is no longer the single point of failure on these subjects - there’s a scalable framework.
• At least 2–3 insights you surfaced have driven measurable change: a renewal save, an expansion deal, a roadmap shift, a deployment unblock.

Why Axya

• Direct line to the VP of CS and visibility into the executive team. Your work compounds across the entire customer base.
• Agent-first, workflow-native. AI as core infrastructure, not marketing.
• Remote-friendly, async-respectful, low-meeting. Output over hours.