Senior Customer Success Manager

Company: Axon
Location: Remote from Utah, Montana, or Nevada
Reports to: SR. Manager, Customer Success
Travel: 30%

About Axon

Axon is on a mission to Protect Life. We are a company of explorers focused on society's most critical safety and justice issues, providing an ecosystem of devices and cloud software. We foster a fast-paced, challenging, and meaningful work environment where you can take ownership, drive real change, and grow personally and professionally.

Your Impact

As a Senior Customer Success Manager, you will build long-term, strategic partnerships with Axon’s larger customers. You will deeply understand their workflows, organizational structures, and requirements, serving as their main point of contact. Your role is to provide best practices and guide customers in achieving their operational goals through Axon's products. You will also collaborate closely with cross-functional teams, providing insights to influence product road-maps and projects. This multifaceted role involves project management, product expertise, and consulting to enhance customer efficiency and confidence.

What You'll Do

• Engage with customers through regular calls, business reviews, and daily needs management.
• Monitor and manage adoption metrics to ensure customers are fully utilizing the Axon platform.
• Create success plans for customers and document their progress toward established goals.
• Manage escalations closely, acting as the quarterback for critical issues and aligning internal teams.
• Communicate major milestones and updates to Sr. Leadership regularly.
• Collaborate with Axon’s marketing and training teams to conduct webinars and calls.
• Develop a deep understanding of Axon’s product line and ensure proper implementation in customer environments.
• Learn and share industry best practices to solve customer needs.

What You Bring

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

Salary & Benefits

• Base Pay Range: $86,250—$138,000 USD
• Competitive salary, bonus, and stock awards (total compensation approach).
• Discretionary paid time off.
• Paid parental leave for all.
• Medical, Dental, Vision plans.
• Fitness Programs.
• Emotional & Mental Wellness support.
• Learning & Development programs.
• Employee Resource Groups (ERGs).
• Snacks in offices (if applicable).

Note: Benefits listed may vary based on employment nature and location.