Strategic Customer Success Manager

Axon•Boston, MA

68d•$108,750 - $145,000•Remote

About The Position

At Axon, we're on a mission to protect life and build a safer, more connected world through innovative technology. Our Enterprise segment is one of our fastest-growing areas, presenting a unique opportunity to make a significant impact in an evolving market. As a Strategic Customer Success Manager, Enterprise, you will play a pivotal role in shaping the customer experience, driving adoption, and expanding Axon's footprint within enterprise organizations. This is a high-visibility role where you will develop strategic relationships, solve complex challenges, and directly influence product innovation. If you're looking to elevate your career, this role offers the chance to lead enterprise customer strategies, work cross-functionally with top industry talent, and be part of a dynamic, rapidly expanding team. You'll gain expertise in cutting-edge technology solutions while driving measurable business impact for both Axon and our customers.

Requirements

Bachelor's degree or equivalent experience.
5+ years in a customer-facing role, with at least 3 years managing enterprise-level customers in a Customer Success or Account Management capacity
Proven ability to develop and execute customer success strategies, driving adoption and retention at scale.
Strong experience managing escalations and coordinating cross-functional teams to drive issue resolution.
Data-driven mindset with experience using customer success platforms and strategic planning tools to track engagement, identify trends, and optimize the customer experience.
Exceptional project management skills with a track record of balancing multiple priorities while delivering high-impact results.
Demonstrated ability to influence customer decisions and internal strategy through data, insights, and relationship-building.
Experience mentoring or coaching team members, contributing to process development, and driving best practices.
Excellent communication, presentation, and relationship-building skills, with the ability to engage effectively at all levels of an organization.

Responsibilities

Develop and manage strategic success plans for a portfolio of enterprise customers, driving adoption, engagement, and value realization.
Act as a trusted advisor, proactively identifying opportunities to expand usage of Axon's platform and ensuring customers achieve their desired outcomes.
Track and analyze adoption metrics to assess customer health, implementing data-driven strategies to improve retention and mitigate risks.
Own and drive complex customer escalations, coordinating cross-functional teams to achieve rapid and effective resolution.
Provide regular business reviews and communicate key milestones, impact metrics, and opportunities to both customers and internal senior leadership.
Collaborate with internal teams-including Product, Sales, and Support-to advocate for customer needs, shaping Axon's roadmap and offerings.
Lead customer enablement efforts through training webinars, best practices sharing, and proactive guidance on product adoption.
Maintain CRM hygiene (e.g. Success Plans, Health Scores, etc.) to enable data-driven decision-making.
Develop scalable success playbooks, mentor junior team members, and contribute to the continuous improvement of Customer Success processes.