Senior Customer Success Manager II, Prepared by Axon

Axon•Chicago, IL

14d•$120,000 - $145,000•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. About Prepared by Axon As of October 1, 2025, Prepared has officially joined forces with Axon—a major milestone for both our teams and the public safety community. United by a shared mission to Protect Life , Axon and Prepared are ushering in a new era of AI-powered emergency communications. Together, we’re closing the gap between the first call for help and resolution in the field—empowering responders with the clarity they need when every second counts. 911 is the backbone of public safety in America. But for too long, the professionals answering our calls have been let down by outdated technology. Prepared exists to change that. Since launching in 2021, we’ve used cutting-edge AI to help streamline millions of emergency calls across 49 states—supporting over 90 million people and transforming what's possible in crisis response.At Prepared, you’re not just joining a team—you’re helping shape the future of emergency services and building a safer, more connected world. Your Impact As a Customer Success Manager (CSM) you will play a pivotal role in ensuring customer satisfaction and driving long-term success. You will act as the primary point of contact for our customers, responsible for helping them maximize the value of our solutions and services. Your deep understanding of public safety operations, particularly in the 911 space, and commitment to providing world-class service will help us build lasting partnerships and deliver tangible outcomes.

Requirements

Experience : 5-7+ years in customer success, account management, or a related field responsible for customer retention and expansion, preferably in the SaaS or public safety industries.
Communication Skills : Excellent written and verbal communication, with the ability to translate complex concepts into clear, actionable insights.
Problem-Solving : Strong analytical skills and the ability to creatively solve customer needs and drive product adoption.
Relationship Building : Proven track record of fostering relationships with key decision-makers and stakeholders.
Adaptability : Comfortable working in a fast-paced startup environment with a willingness to adapt and grow alongside the company.
Tech-Savvy : Ability to quickly learn and become proficient in new technologies and systems.
Customer-Centric : Passion for helping customers succeed, with a proactive and empathetic approach to addressing their needs.

Nice To Haves

direct experience in the 911 space or at a company that supports 911 services (e.g., emergency call handling, dispatch technology, or related public safety communications systems).

Responsibilities

Customer Relationship Management : Maintain and nurture strong, long-term relationships with customers by understanding their unique needs, challenges, and goals.
Advocate for Customers : Serve as the voice of the customer within the organization, collaborating with product, support, and engineering teams to ensure customer feedback is integrated into future development.
Proactive Engagement : Regularly check in with open customers to anticipate their needs, identify challenges, opportunities for expansion, and offer solutions to improve their experience.
Product Expertise : Become a Prepared platform subject matter expert educating customers on the best ways to fully leverage all features to meet their operational needs.
Customer Retention & Growth : Focus on customer retention by ensuring high satisfaction and identify opportunities for upselling or cross-selling additional solutions that can further enhance their outcomes.
Performance Tracking & Reporting : Monitor customer usage metrics and proactively address any areas for improvement, ensuring customers are achieving their goals and adhering to best practices.
Issue Resolution : Triage and resolve customer issues in collaboration with the technical support team, providing prompt solutions and maintaining a positive customer experience.
Customer Success Strategy : Assist in refining and implementing the customer success strategy, tailoring