Senior Product Customer Success Manager, AI Automation

Axon•Seattle, WA

2h•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. 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 Implement and operationalize Salesforce Agentforce for Product Success, building the foundation for AI-driven customer engagement and workflow automation.
Design and execute scaled adoption programs across AI Era and additional product lines.
Develop standardized engagement templates, workflows, and metrics dashboards to support proactive lifecycle management.
Build digital product pathways and automated playbooks that deliver tailored success content to customers.
Drive AI-Powered Customer Engagement Partner with Product Success Managers and CSMs to translate human-led programs into AI-assisted digital experiences .
Collaborate with Product, Data, and Marketing to build AI-based insights dashboards that power predictive outreach and adoption tracking.
Configure and manage journey logic and engagement triggers within SF Agentforce for timely, relevant customer interactions.
Pilot new AI engagement models that improve retention, adoption, and customer satisfaction.
Operationalize Scaled Programs Across Products Create the AI-enabled Success Infrastructure supporting all Axon products, starting with AI Era .
Establish standard frameworks for automated health alerts, digital check-ins, and proactive success nudges.
Analyze adoption and engagement data to continuously improve automation logic and content effectiveness.
Increase efficiency by reducing manual workloads and driving system-based engagement at scale.
Enable and Empower Internal Teams Train Product Success Managers and CSMs on AI and Salesforce Agentforce usage.
Build enablement materials, process documentation, and success playbooks for scaled programs.
Partner with Product Engineering, Product Marketing, and Customer Success teams to align messaging, content, and customer insights.
Represent the CSS team in AI enablement design and innovation discussions.