Customer Success Manager

Axon•Boston, MA

23h•Remote

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. We have an opportunity at Axon for a Customer Success Manager supporting our Law Enforcement clients. Your Impact The Customer Success Manager, role is a CSM who will own a book of customers on the SMB side of Law Enforcement and provide those customers the support needed to drive adoption and to solve and escalate potential agency issues. They will own the client relationship and be that trusted advisor. Location: Remote, ideally in the Northeast. Reports to: Director, Customer Success Travel 30%

Requirements

Bachelor's degree or equivalent experience
3+ years’ experience in a customer-facing role
Proven track record of successfully building and nurturing customer relationships
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

Responsibilities

Serve as the main point of contact for a broad portfolio of customers to provide day-to-day support
Conduct regular training webinars and calls
Develop a deep understanding of Axon’s product line and ensure proper implementation in every customer’s environment
Learn and share industry best practices in order to solve customer needs
Work with Axon’s Support team and other cross-functional teams to manage customer escalations