Innovation & Ops Analyst - Customer Success

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    "datePosted": "2026-05-08",
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    "description": "<p><span style=\"font-family: Arial, sans-serif; font-size: 14pt; font-weight: bold\">About Axya</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">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.</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">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.</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 14pt; font-weight: bold\">The Role</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">We are hiring a CS Innovation &amp; 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.</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">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.</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 14pt; font-weight: bold\">What You'll Own</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">1. AI &amp; Workflow Infrastructure</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Design and ship automated workflows (n8n, LLMs, internal tooling) that eliminate manual work across CS.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Build LLM-powered insight pipelines: health summaries, QBR prep packs, churn-risk alerts, expansion signals.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Continuously identify the next workflow to automate. Ship it. Measure the time saved.</span></li>\n</ul>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">2. Customer Health &amp; Pipeline Analytics</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Own customer health scoring infrastructure — define inputs, build the pipeline, surface signal.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Run automated analysis across PO volume, supplier onboarding, buyer activity, and deployment KPIs to flag deviation early.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Build and maintain renewal and expansion forecasting infrastructure alongside the VP.</span></li>\n</ul>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">3. QBR &amp; Reporting Generation</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Generate QBR materials and ROI reports at scale (Metabase + n8n + LLM pipelines).</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Standardize the reporting layer so every CSM walks into a customer review with sharp, defensible data.</span></li>\n</ul>\n<p><span style=\"font-size: 12pt; font-weight: bold\">4. Insights → Action</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">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.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Bring those insights to the VP, CS team, Product, and exec team. Expectation is impact, not dashboards.</span></li>\n</ul>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 14pt; font-weight: bold\">Who You Are</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">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.</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 14pt; font-weight: bold\">Must-Haves</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Hands-on experience building AI/LLM workflows in production: prompt design, n8n or equivalent, agentic patterns, structured output pipelines.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">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.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Comfortable with SQL, Metabase or similar BI tool, and JSON/API work.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">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.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Working proficiency in English. Strong written communication — you can ship a one-page insight memo execs actually read.</span></li>\n</ul>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 14pt; font-weight: bold\">Nice-to-Haves</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Domain knowledge in manufacturing, supply chain, or procurement — or the demonstrated ability to ramp on a vertical fast.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">B2B SaaS Customer Success, RevOps, or analytics function experience.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Modern AI tooling stack: Claude/GPT APIs, embeddings, vector search, eval frameworks.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Light Python/JavaScript/SQL — enough to write a script when no-code runs out of room.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">French is a plus.</span></li>\n</ul>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 14pt; font-weight: bold\">What Success Looks Like in 12 Months</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Automated health scoring, QBR generation, and renewal/expansion forecasting infrastructure shipped and used weekly.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">The VP of CS is no longer the single point of failure on these subjects - there’s a scalable framework.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">At least 2–3 insights you surfaced have driven measurable change: a renewal save, an expansion deal, a roadmap shift, a deployment unblock.</span></li>\n</ul>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 14pt; font-weight: bold\">Why Axya</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Direct line to the VP of CS and visibility into the executive team. Your work compounds across the entire customer base.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Agent-first, workflow-native. AI as core infrastructure, not marketing.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Remote-friendly, async-respectful, low-meeting. Output over hours.</span></li>\n</ul>",
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