Director, Customer Success Majors

Axon•Boston, MA

15h

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. Your Impact The Director of Customer Success is accountable for delivering measurable outcomes, long-term partnerships, and scalable success across Axon’s most complex and mission-critical customers. You lead through influence, clarity, and ownership—setting direction for both customers and internal teams while holding a high bar for execution. This role requires deep customer empathy, strong judgment, and the ability to operate in ambiguity. You will guide customers through operational change, mentor Customer Success Managers at various levels within the team, and serve as a senior voice of the customer to shape Axon’s products, services, and strategy. You don’t manage accounts—you own outcomes.

Requirements

Bachelor’s degree or equivalent experience.
8+ years in customer-facing roles, with 5+ years supporting enterprise or strategic customers.
3+ years of people leadership experience, including coaching and performance management.
Proven ability to lead complex, multi-stakeholder customer relationships at the executive level.
Strong operational, project management, and prioritization skills.
Experience using data to drive adoption, retention, and measurable customer outcomes.
Demonstrated ability to influence cross-functional teams without direct authority.
Exceptional executive communication and presentation skills.
Sound judgment, resilience, and effectiveness in high-pressure, ambiguous situations.

Responsibilities

Own the health, outcomes, and retention of a portfolio of strategic enterprise customers.
Set clear success criteria tied to adoption, operational impact, and long-term value.
Make decisions with a bias for action while maintaining disciplined follow-through.
Step in decisively during moments of risk, ambiguity, or escalation.
Establish and maintain executive-level relationships with agency leadership, command staff, and senior stakeholders.
Lead executive business reviews focused on outcomes, ROI, and continuous improvement—not status updates.
Act as a trusted advisor, helping customers navigate organizational change and technology adoption.
Lead, coach, and develop a team of Customer Success Managers supporting enterprise customers.
Set expectations, success metrics, and accountability aligned to Axon’s customer-first culture.
Create clarity and focus for your team in fast-moving, high-stakes environments.
Model strong judgment, collaboration, and ownership.
Ensure customers fully understand deployment scope, timelines, and success criteria.
Oversee customer success plans that drive adoption, training effectiveness, and operational outcomes.
Leverage data and insights to track usage, engagement, and impact across accounts.
Partner with Marketing and Training teams to scale customer education and enablement.
Serve as the senior connector between Customer Success, Sales, Professional Services, Support, Product, and Legal.
Ensure Professional Services and Support efforts align to broader customer goals—not just delivery milestones.
Advocate for customers internally while balancing scalability and long-term product strategy.
Influence product roadmap and service improvements through clear, actionable customer insights.
Proactively identify early warning signs of friction, disengagement, or adoption risk.
Own and lead critical escalations, aligning internal teams and driving resolution.
Ensure smooth transitions from deployment to adoption and long-term success.
Prepare accounts for successful renewals by clearly demonstrating outcomes and ROI.
Partner with Sales to identify expansion opportunities aligned to customer goals.
Support growth conversations through insight and credibility—without carrying a direct quota.
Collect, synthesize, and elevate customer feedback across product, services, and support.
Represent the customer perspective in internal leadership discussions.
Translate feedback into action that improves customer experience and product outcomes.