Product Customer Success Manager- Vehicle Intelligence

Axon•Boston, MA

47d•Hybrid

About The Position

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. The Product Customer Success Manager (PCSM) for Vehicle Intelligence is a product-focused, customer-facing role that drives scalable product engagement, community development, and long-term adoption of Axon’s in-car and fixed-location vehicle technology solutions—including Axon Outpost, Lightpost, Fleet systems, ALPR, and future Vehicle Intelligence capabilities. As the product expert within Customer Success, the PCSM leads digital and in-person engagement programs, strengthens our reference and champion network, and ensures customers achieve transformative outcomes with Axon's Vehicle Intelligence ecosystem. You’ll design structured adoption strategies, build thriving customer communities, and deliver high-value product experiences through office hours, roundtables, user groups, and digital education. You will work cross-functionally with CSMs, Product, Sales, and Marketing to guide customers along the path to full product value and advocacy—at scale.

Requirements

5+ years of experience in Customer Success, Product Engagement, or Customer Programs in a SaaS, hardware/software, or enterprise technology environment.
Demonstrated ability to deliver compelling presentations and communicate product value to a variety of customer audiences.
Proven ability to lead digital and community-based engagement programs that drive product adoption at scale.
Experience managing complex technical escalations and Tier 4-level product challenges.
Strong facilitation, communication, and cross-functional collaboration skills.
Proficiency in Salesforce and familiarity with Gainsight, Jira, and Quip (preferred).
Strong data fluency; ability to interpret product usage data and translate it into actionable adoption strategies.
A growth mindset, deep curiosity, and a passion for helping customers succeed.
Exceptional organizational skills, attention to detail, and written communication abilities.

Nice To Haves

Experience with Vehicle Intelligence, in-car systems, or Axon's Outpost/Lightpost/Fleet ecosystems strongly preferred.

Responsibilities

Lead the planning and execution of adoption initiatives and engagement programs for all Vehicle Intelligence products.
Design and deliver structured customer engagement anchors such as: Product Office Hours Virtual Roundtables Digital User Forums Regional User Groups
Build and strengthen the product-specific POC network, capturing key customer roles such as supervisors, administrators, and strategic operational users.
Lead the Vehicle Intelligence Product User Group experience across virtual and in-person formats, enabling customer collaboration, best practice exchange, and product feedback.
Develop scalable digital engagement strategies that guide customers from onboarding through advanced usage and advocacy.
Identify, engage, and elevate customers into product champions across Vehicle Intelligence.
Cultivate a strong network of referenceable agencies for Outpost, Lightpost, Fleet, ALPR, and future platform products.
Facilitate peer-to-peer learning, spotlight programs, and customer storytelling opportunities.
Own and resolve Tier 4 product support cases, delivering expert-level troubleshooting and advanced problem solving.
Manage escalations with clarity, urgency, and a focus on restoring value and confidence.
Serve as the go-to expert for high-complexity adoption barriers and technical challenges across Vehicle Intelligence solutions.
Develop and maintain product landing pages, content hubs, and digital user forums to support scalable learning and engagement.
Collaborate with Marketing and the Product team to ensure consistent messaging and impactful product communications.
Analyze product usage, operational data patterns, and customer behavior to identify trends, risks, and opportunities for enhanced value realization.
Support digital touchpoints and automated adoption workflows informed by product data and CSM strategies.
Build and refine product-specific enablement tools, success playbooks, and engagement guides for CSMs.
Partner with Product and Sales to ensure customer insights, success stories, and usage trends are captured and shared effectively.
Participate in roadmap discussions, providing front-line product insights to influence prioritization and improvements.
Represent customer needs across internal forums, driving alignment around adoption, experience, and long-term product satisfaction.