Sr. Customer Success Manager

Sr. Customer Success Manager

Company: Axon Location: Remote (USA) Contract: Permanent Seniority: Senior

Axon is on a mission to Protect Life, developing an ecosystem of devices and cloud software to address critical safety and justice issues. We are a fast-paced, challenging, and meaningful environment where you can take ownership, drive real change, and grow professionally.

About the Role

As a Sr. Customer Success Manager, you will build long-term, strategic partnerships with Axon's largest customers. You will be their primary point of contact, working closely to understand their workflows and organizational structures. Your role will involve providing best practices and guiding them to achieve their operational goals using Axon's products. You will also collaborate with cross-functional teams, providing insights into customer needs to influence product roadmaps and projects. This multifaceted role requires you to act as a project manager, product expert, and consultant, ultimately focused on enhancing customer efficiency and confidence.

Key Responsibilities

• Engage with customers through regular calls, business reviews, and daily interactions.
• Monitor and manage adoption metrics to ensure customers are fully utilizing the Axon platform.
• Develop success plans for customers and document their progress towards established goals.
• Manage escalations, coordinating internal teams to resolve critical issues.
• Communicate major milestones and updates to Senior Leadership.
• Collaborate with marketing and training teams to conduct regular training webinars and calls.
• Develop a deep understanding of Axon's product line and ensure proper implementation.
• Learn and share industry best practices to address customer needs.

Requirements

• Bachelor's degree or equivalent work experience.
• 3-5+ years in a customer-facing role, with at least 2 years of experience with Enterprise-level customers.
• Strong project management skills with a proven system for tracking customer requests, issues, and strategic plans.
• Demonstrated track record of leading process improvements within large organizations.
• Previous experience tracking product adoption and customer engagement through data analysis tools.
• Self-motivated, team-oriented, responsible, and focused on exceeding customer expectations.
• Exceptional organizational, presentation, and communication skills (verbal and written).
• Ability to manage change and excel in high-stress situations.

What We Offer

• Competitive salary and 401k with employer match.
• Discretionary paid time off.
• Paid parental leave for all.
• Medical, Dental, and Vision plans.
• Fitness Programs.
• Emotional & Mental Wellness support.
• Learning & Development programs.
• Employee Resource Groups (ERGs).
• The opportunity to work for a company with a meaningful mission to Protect Life.

Note: Benefits may vary depending on employment nature and work location.

Axon is a total compensation company, with compensation comprising base pay, bonus, and stock awards. The base pay range for this role is $86,250—$138,000 USD, dependent on various factors including experience, skills, and business needs.

We encourage you to apply even if you don't meet every single requirement. At Axon, we value diverse teams and believe in hiring the best talent, regardless of background. If you are excited about this role and our mission, we want to hear from you.