Senior Customer Success Manager, Corrections

Axon•Boston, MA

3h•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. Your Impact: The Corrections Senior Customer Success Manager will work with Axon largest correctional and detention customers to build long-term, strategic partnerships. You will work closely with correctional leaders to understand facility operations, security workflows, organizational structures, and compliance requirements. As the primary point of contact, your customers will rely on you to provide best practices and guidance to help them achieve operational, safety, and efficiency goals through the effective use of Axon’s products. You will also partner closely with multiple cross-functional teams, providing critical insight into correctional customer needs and challenges, and helping influence internal product roadmaps and initiatives that support correctional environments. Operating in a highly cross-functional capacity — from project management to product expert to trusted consultant — you will focus on making your customers more efficient, confident, and successful in their daily correctional workflows.

Requirements

Preferred Experience: Corrections / Institutional Environment
We are seeking candidates with direct experience working in correctional, prison, or detention environments. Ideal backgrounds include correctional operations, facility administration, custody/security roles, offender management, or correctional technology deployment. Strong familiarity with institutional policies, security protocols, compliance requirements, and staff workflows is required.
Proven Correctional Stakeholder Engagement
Demonstrated ability to work effectively with correctional stakeholders such as Wardens, Assistant Wardens, Chiefs of Security, Operations Managers, and IT teams. Candidates should understand the constraints and priorities of correctional environments (e.g., safety and security, staffing limitations, compliance mandates, incident response, chain-of-command decision making) and translate those realities into successful customer outcomes.
Strong project management skills with a proven system for tracking multiple customer requests, issues and strategic plans
A proven track record of leading process improvements within large organizations
Previous experience tracking product adoption and customer engagement through data-analysis tools
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
Bachelor's degree or equivalent work experience

Responsibilities

Act as a consultant and advocate for your customers, engaging in regular calls and in-person meetings to drive the strategy and execution around achieving each customer’s unique goals
Monitor and manage adoption metrics to ensure customers are utilizing the full Axon platform
Create strategic account and customer success plans for your customers and document customer progress toward established goals and results
Manage escalations closely, acting as the quarterback for all critical issues and ensuring multiple internal teams are aligned
Solve customer challenges spanning, product, shipping, finance and other
Communicating major milestones and updates to Sr. Leadership on a regular basis
Work closely with Axon’s marketing and training teams to 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 need