Customer Success Manager

AXON • Scottsdale, AZ

27d • Remote

About The Position

The Customer Success Manager II works with Axon’s larger customers to build long-term, strategic partnerships. The role involves understanding customers’ workflows, organizational structures, and requirements, and serving as their main point of contact to provide best practices and help them achieve operational goals using Axon products. The Customer Success Manager collaborates with cross-functional teams, sharing customer needs and challenges to help guide internal product roadmaps and projects. The role combines project management, product expertise, and consulting to help customers improve efficiency and confidence in their daily workflows.

The position is remote from the Western or Eastern United States and reports to the Manager, Customer Success. Travel is 30–40%.

Requirements

• Bachelor’s degree or equivalent work experience.
• 5+ years working in a customer-facing role.
• 2+ years working with enterprise-level customers.
• Strong project management skills and a proven system for tracking 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 verbal and written communication skills.
• Demonstrated ability to deal with change and excel in high-stress situations.

Responsibilities

• Engage with customers through regular calls, business reviews, and daily support needs.
• Monitor and manage adoption metrics to ensure customers are utilizing the full Axon platform.
• Create customer success plans and document progress toward established goals and results.
• Manage escalations, coordinating internal teams on critical issues.
• Communicate major milestones and updates regularly to senior leadership.
• Work with Axon’s 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 each customer’s environment.
• Learn and share industry best practices to solve customer needs.
• Share customer needs and challenges with cross-functional teams to inform internal product roadmaps and projects.

Benefits

• Competitive salary and 401(k) with employer match.
• Discretionary paid time off.
• Paid parental leave for all.
• Medical, dental, and vision plans.
• Fitness programs.
• Emotional and mental wellness support.
• Learning and development programs.
• Employee Resource Groups (ERGs).
• Snacks in offices.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level