Customer Success Executive

Axon•Seattle, WA

4h•Hybrid

About The Position

Axon is on a mission to Protect Life, exploring critical safety and justice issues with an ecosystem of devices and cloud software. The company fosters a fast-paced, challenging, and meaningful environment where employees take ownership and drive change. This role is for a Customer Success Manager (CSM) who excels in high-stakes environments, builds trust with executive-level stakeholders, and delivers meaningful outcomes for clients. The CSM will be the primary partner for law enforcement and public safety customers, guiding them through onboarding, adoption, and ongoing success, balancing strategic relationship management with tactical project execution. The ideal candidate is consultative, assertive, curious, resilient, and possesses executive presence, ensuring results even under pressure. This individual will also collaborate with cross-functional teams, providing insights into customer needs to influence product roadmaps and projects, acting as a strategic advisor, project manager, product expert, and consultant to enhance customer efficiency and confidence.

Requirements

Tenacity and Urgency – relentless focus on driving customer outcomes and overcoming obstacles.
Consultative Mindset – ability to ask the right questions, uncover true needs, and provide strategic guidance.
Assertiveness – confidence to set boundaries, influence stakeholders, and steer conversations toward solutions.
Executive Presence – polished, confident communicator capable of engaging senior leaders with credibility.
Project Management Expertise – strong organizational skills with proven ability to manage complex projects and competing priorities.
People Wrangler – emotional intelligence and resilience to navigate high-pressure, challenging interactions with professionalism.
Curiosity – natural drive to learn, understand, and explore new solutions for customers.
Law Enforcement Knowledge – understanding of public safety workflows, challenges, and operational environments.
Formal CSM Background – proven experience in a customer success role with measurable impact on retention and growth.
Discovery Skills – ability to uncover hidden pain points and opportunities through structured conversations.
Confidence – poised, adaptable, and effective in high-stakes, executive-level discussions.
5+ years in Customer Success, Account Management, or a related client-facing role.
Ability to travel as needed to support customer engagements.
Excellent communication, negotiation, and presentation skills.

Nice To Haves

Experience working with law enforcement, public safety, or highly regulated industries strongly preferred.
Some Sales experience preferred.
Formal training or certification in Customer Success, Account Management, or Project Management a plus.

Responsibilities

Lead customers through discovery sessions to uncover true needs, challenges, and opportunities for success.
Manage complex, multi-stakeholder projects from kickoff to completion, applying strategic project discipline to keep initiatives on track and within scope.
Navigate and resolve challenging personalities and situations with professionalism, confidence, and diplomacy.
Act as a strategic consultant, providing data-driven recommendations and guiding customers toward best practices in adoption and outcomes.
Build and maintain relationships at the executive level, demonstrating credibility, confidence, and the ability to influence.
Drive retention and growth by identifying expansion opportunities and ensuring customers realize the full value of our solutions.
Collaborate cross-functionally with internal teams (Product, Engineering, Support, Sales) to advocate for customer needs.