Senior Product Customer Success Manager, AI Automation
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. Senior, Digital Customer Success Manager for AI Automation Reports to: Director, Customer Success Services Location: Remote - U.S. (Preferred: Central or Mountain Time Zone) Travel: 20-30% Your Impact At Axon, we're on a mission to protect life, capture truth, and accelerate justice. The Customer Success Services (CSS) team simplifies, amplifies, and scales Axon's Customer Success impact. We drive product adoption, optimize workflows, and enable operational excellence across global customers. As our first Digital Customer Success Manager, you'll pioneer the use of Salesforce Agentforce and AI automation to power intelligent, scalable Customer Success programs. This role brings together product expertise, digital engagement design, and AI-driven operations to ensure every Axon customer experiences consistent, data-informed success-at scale. You'll build the infrastructure that allows Axon's Product Success teams to reach thousands of customers intelligently, using automation, predictive insights, and digital-first success strategies.
Requirements
- 6+ years of experience in Customer Success, Program Management, or Scaled Enablement in a SaaS or hardware/software environment
- Experience designing or managing digital or automated customer engagement programs (e.g., lifecycle campaigns, digital CS, community engagement)
- Proficiency in Salesforce; familiarity with SF Agentforce, Einstein, or similar AI/automation tools preferred
- Demonstrated success building scalable, data-driven workflows that enhance adoption and reduce manual effort
- Understanding of Axon's AI Era and Draft One products, or strong ability to quickly learn complex SaaS solutions
- Excellent project management and cross-functional collaboration skills with Product, Engineering, and various data teams
- Analytical ability to interpret engagement and usage data and translate insights into actionable strategies
- Exceptional communication, facilitation, and documentation skills-comfortable driving alignment across technical and non-technical audiences
- Self-starter with curiosity, adaptability, and a passion for shaping the future of Customer Success
Nice To Haves
- Experience with Tableau, Gainsight, Jira, or Quip
- Prior involvement in implementing or scaling AI or automation platforms in a Customer Success or Product Operations function
- Familiarity with customer journey mapping, digital success KPIs, and health score frameworks
- Knowledge of Axon's product ecosystem or public safety technology
Responsibilities
- Lead Scaled Product Success Enablement
- Drive AI-Powered Customer Engagement
- Operationalize Scaled Programs Across Products
- Enable and Empower Internal Teams
Benefits
- Competitive salary and 401k with employer match
- Discretionary paid time off
- Paid parental leave for all
- Medical, Dental, Vision plans
- Fitness Programs
- Emotional & Mental Wellness support
- Learning & Development programs
- And yes, we have snacks in our offices
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Fabricated Metal Product Manufacturing
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
