Director of Customer Success, Enterprise

Axon•Atlanta, GA

58d•Hybrid

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 As a Director within Axon's Customer Success organization, you will lead a team of Strategic Customer Success Managers that manage Axon's largest customers. In addition to coaching and developing your team members on a regular basis, you will be a key strategic leader within the Customer Success organization. You thrive on identifying opportunities that will increase the business and financial impact of your team, and you work cross-functionally to develop and execute new programs that carry out that vision. What You'll Do Location: This role can be based out of our Scottsdale or Atlanta Offices and follows a hybrid schedule. We rely on in-person collaboration and ask that team members work onsite Tuesdays through Fridays, with the flexibility to work remotely on Mondays, unless there is an approved workplace accommodation. We believe that connection fuels innovation, and our in-office culture is designed to foster meaningful teamwork, mentorship, and shared success. Reports to: Senior Director of Customer Success, Enterprise Direct Reports: 6-8 Customer Success Managers

Requirements

Bachelor's degree or equivalent years of experience
6+ years of relevant work experience within customer success, sales, or account management
3+ years of previous management and leadership experience in a similar role
A good understanding of the SaaS customer journey, customer onboarding, account management (Salesforce, Gainsight and SaaS experience a plus)
Ideally experience with IoT or hardware centric products
Track record of implementing processes that promote operational efficiencies or solve known issues
Proven ability to hit and exceed a measurable goal (NPS, adoption, ARR)
General knowledge of project management practices and procedures a plus
Proven track record of cross-functional collaboration with emphasis on communicating customer feedback to internal partners
Ability to demonstrate increased revenue through Customer Success-related tasks
Demonstrated ability to leverage qualitative data to identify areas for improvement and implement positive outcomes

Nice To Haves

Ideally experience with IoT or hardware centric products
General knowledge of project management practices and procedures a plus

Responsibilities

Strong desire to build customer relationships and act as an escalation point for items that may put customers at risk
Strong operational rigor around reporting on team KPIs, tracking to goals and reporting to senior leaders
Ability to build strategic programs to increase adoption/customers satisfaction/NPS
Data-driven approach to developing customer facing motions and driving customer outcomes
Ability to hold team members accountable for operational rigor and KPIs and goals
Strong communication with an emphasis on conveying team progress and the state of a broad customer portfolio with senior leaders
Deep understanding of how to identify risk and opportunity within your customer portfolio across the team
Establish and track individual CSM career development goals through IDPs with quarterly reviews and career pathing. Recruit, develop and retain the best talent
Maintain and foster excellent cross functional relationships throughout the Axon ecosystem with frequent check ins with internal partners (sales, customer loyalty, marketing and product)
Monitor customer risk and serve as the point of contact for escalations with a strong ability to navigate internal resources for resolution
Strong desire to build and fix by building common sense processes that promote operational efficiencies