Customer Success Manager, Carbyne

Axon•Lansing, MI

About The Position

Join Axon and be a Force for Good. At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other. Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter. About Carbyne: In March 2026, Carbyne officially joined forces with Axon, marking a major step forward for emergency communications. United by a shared mission to Protect Life, Carbyne and Axon are modernizing 911 by improving how critical data reaches call centers. Together, we enable faster, more informed responses by equipping emergency call centers with real-time video, silent chat, precise location tracking, and other essential tools—bringing life-saving information to the right people at exactly the right time. About the Role To bring value to our users and promote the usage of Carbyne's technology. This is a high-touch role where you'll be expected to provide excellent results and customer satisfaction. You'll act as an account manager with several responsibilities, including project initiation, operations, training, and onboarding. Work closely with our customers to manage all operational activities, ensuring that Carbyne fulfills the contracted KPI/SLA, and serve as the primary escalation point for incident reporting. You'll engage Carbyne's relevant technical resources, when necessary. You'll also collect, analyze and use data and feedback in order to make our customers’ experience with our product seamless, consistent, and exceptional.

Requirements

Proven experience as a Customer Success Manager within the SaaS tech industry
Experience in generating training materials and executing training sessions on-site/remotely
Strong client-facing and communication skills
Advanced troubleshooting and multi-tasking skills
Passionate about building lasting customer relationships
Ability to think strategically and lead
Customer service orientation
Comfortable speaking in front of large groups
Willingness to travel up to 30% of the time for client visits

Responsibilities

Serve as the lead point of contact for any and all matters specific to our customers.
Develop trusted relationships with decision-makers, key personnel, and IT staff.
Engage in a high-touch communication model with customers on a regular basis, based on Carbyne's best practices.
Clearly communicate product usage and analytics on a quarterly or as needed basis to the relevant stakeholders.
Work closely with internal teams to present, meet, and exceed customer expectations and perceptions.
Identify and track enhancement requests for future features and functionality.
Advocate for customer success and adoption.
Partner with Carbyne's sales team to develop a plan for customer success and expansion to achieve growth goals.
Identify upsell opportunities and communicate any potential risks that would threaten renewal.
Master Carbyne's products to promote customer adoption and usage, communicating the most relevant features/functionality for their specific business needs.
Enhance the effectiveness and efficiency of operational processes and systems.
Develop and implement customer success policies and procedures.
Identify and implement strategies to improve customer satisfaction and product adoption.
Understand various post-sale adoption methods and devise ways to measure and improve customer onboarding and handoff experience.