Senior Customer Success Executive

Axon•Boston, MA

45d•Remote

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. Your Impact: We are seeking a Customer Success Manager (CSM) who thrives in high-stakes environments, builds trust with executive-level stakeholders, and drives meaningful outcomes for our clients. This individual will serve as the primary partner for our law enforcement and public safety customers, guiding them through onboarding, adoption, and ongoing success while balancing strategic relationship management with tactical project execution. The ideal candidate is consultative, assertive when needed, and unafraid to engage with difficult personalities. They bring curiosity, resilience, and executive presence to every interaction, ensuring they deliver results even under pressure. You will also work closely with multiple cross-functional teams by providing invaluable insight into customers' needs and challenges, helping influence and guide internal product roadmaps and projects. As someone that wears multiple hats, from strategic advisor to project management to product expert to consultant, you will continually be focused on making your customers more efficient and more confident within their daily workflows. Location: Remote- Ideally, prefer to have this person located in the Boston Area. Travel: 30-40% Reports to: Director of Customer Success, Major Accounts

Requirements

Tenacity and Urgency - relentless focus on driving customer outcomes and overcoming obstacles.
Consultative Mindset - ability to ask the right questions, uncover true needs, and provide strategic guidance.
Assertiveness - confidence to set boundaries, influence stakeholders, and steer conversations toward solutions.
Executive Presence - polished, confident communicator capable of engaging senior leaders with credibility.
Project Management Expertise - strong organizational skills with proven ability to manage complex projects and competing priorities.
People Wrangler - emotional intelligence and resilience to navigate high-pressure, challenging interactions with professionalism.
Curiosity - natural drive to learn, understand, and explore new solutions for customers.
Law Enforcement Knowledge - understanding of public safety workflows, challenges, and operational environments.
Formal CSM Background - proven experience in a customer success role with measurable impact on retention and growth.
Discovery Skills - ability to uncover hidden pain points and opportunities through structured conversations.
Confidence - poised, adaptable, and effective in high-stakes, executive-level discussions.
5+ years in Customer Success, Account Management, or a related client-facing role.
Ability to travel as needed to support customer engagements.

Nice To Haves

Experience working with law enforcement, public safety, or highly regulated industries strongly preferred.
Some Sales experience preferred.
Formal training or certification in Customer Success, Account Management, or Project Management a plus.

Responsibilities

Lead customers through discovery sessions to uncover true needs, challenges, and opportunities for success.
Manage complex, multi-stakeholder projects from kickoff to completion, applying strategic project discipline to keep initiatives on track and within scope.
Navigate and resolve challenging personalities and situations with professionalism, confidence, and diplomacy.
Act as a strategic consultant, providing data-driven recommendations and guiding customers toward best practices in adoption and outcomes.
Build and maintain relationships at the executive level, demonstrating credibility, confidence, and the ability to influence.
Drive retention and growth by identifying expansion opportunities and ensuring customers realize the full value of our solutions.
Collaborate cross-functionally with internal teams (Product, Engineering, Support, Sales) to advocate for customer needs.