Customer Success Executive

The Major Accounts Customer Success Executive at Axon is responsible for building long-term, strategic partnerships with the company's largest US-based customers. This role involves understanding customer workflows and requirements, providing best practices, and helping customers achieve their operational goals using Axon's products. The executive will also collaborate with cross-functional teams to influence product roadmaps and projects, and will focus on making customers more efficient and confident in their daily workflows. This position requires strong customer-facing skills, project management abilities, and a track record of leading process improvements within large organizations.

• Act as a consultant and advocate for customers, driving strategy and execution to achieve customer goals
• Monitor and manage adoption metrics to ensure customers are utilizing the full Axon platform
• Create strategic account and customer success plans and document customer progress
• Manage escalations and ensure alignment across internal teams
• Communicate major milestones and updates to senior leadership
• Work closely 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 in customer environments
• Learn and share industry best practices to solve customer needs
• Manage 15-25 accounts and visit all accounts in-person at least once per year
• Bachelor's degree or equivalent work experience required
• 10+ years' experience in a customer-facing role and 5+ years' experience with Enterprise-level customers
• Strong project management skills and ability to track multiple customer requests, issues, and strategic plans
• Proven 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
• Ability to deal with change and excel in high-stress situations

• Bachelor's degree or equivalent work experience
• 10+ years' working in a customer-facing role and 5+ 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 through data-analysis tools
• Self-motivated, team-oriented, responsible, and focused on exceeding customer expectations
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Demonstrated ability to deal with change and excel in high-stress situations

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Medical, Dental, Vision plans
• Fitness Programs
• Emotional & Mental Wellness support
• Learning & Development programs