Vice President, Customer Success

Axon•Seattle, WA

11h•$196,650 - $314,640•Hybrid

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 As Vice President of Customer Success at Axon, you will lead one of the most important teams in our business: an approximately 100-person Customer Success organization supporting U.S. Public Safety customers. Our Customer Success team has built deep customer relationships, navigated complex challenges, and become a critical partner to agencies using Axon's growing portfolio of products. As Axon continues to scale, this team is ready for its next stage of maturity. Your mandate is to build on that strong foundation and transform how we operate at scale. You will spend meaningful time with customers and our teams in the field, deeply understand their experience, and translate what you learn into better processes, clearer operating rhythms, stronger product adoption, and more proactive customer engagement. This role requires both strategy and execution. We are looking for a leader who can define what world-class Customer Success looks like at Axon—and then roll up their sleeves to build the processes, systems, talent, and accountability required to deliver it. Customer Success should be the bridge between what our customers purchase and the value they ultimately experience: driving adoption, strengthening relationships, anticipating risk, managing escalations, and ensuring we deliver a consistently exceptional customer experience.

Requirements

15+ years of progressive Customer Success, Customer Experience, Customer Operations, or related leadership experience
Experience leading a large, multi-layered customer-facing organization, including managing Director-level leaders
A track record of successfully transforming or scaling a Customer Success organization, including building the processes and operating systems required for the next stage of growth
Significant SaaS experience and a strong understanding of product adoption, customer health, retention, recurring-revenue models, with multiple different SaaS product lines.
A customer-first leadership style and a genuine desire to spend time directly with customers and frontline teams
Strong operational skills—you know how to turn strategy into processes, metrics, accountability, and execution
Experience designing customer segmentation, engagement models, playbooks, and operating cadences at scale
Proven ability to use customer and product data to identify risk, improve adoption, and prioritize action
Demonstrated success leading change across Sales, Product, Support, and other functions
Strong executive communication skills and the ability to create clarity, alignment, and action across diverse stakeholders
Ability to move comfortably between a customer meeting, a leadership coaching conversation, a process-design session, and an executive business review
Experience owning significant budgets, headcount planning, and organizational design
High ownership, sound judgment, curiosity, and comfort operating in a fast-paced and sometimes ambiguous environment
Ability to travel approximately 30–40% to spend time with customers, teams, and Axon offices

Nice To Haves

Experience with Salesforce and Gainsight or similar platforms is a plus
Bachelor's degree or higher; MBA a plus

Responsibilities

Lead and develop an approximately 100-person Customer Success organization through a team of Directors, Senior Managers, and Managers
Build a strong leadership bench with clear expectations, accountability, coaching, and succession planning
Establish career paths and performance standards that help our people grow and our strongest talent thrive
Create a culture that combines customer obsession, ownership, high performance, and teamwork
Ensure leaders stay close to their teams and customers while building the structure required to operate effectively at scale
Spend significant time in the field with customers and CSMs to deeply understand the customer experience
Build trusted executive relationships with strategic customers and serve as an escalation point when needed
Develop a deep understanding of Axon's products, customer workflows, and the outcomes our customers are trying to achieve
Ensure Customer Success represents the voice of the customer across Axon
Build mechanisms to identify customer risk, adoption gaps, and emerging issues before they become escalations
Turn recurring customer feedback and challenges into systemic improvements
Assess our existing Customer Success processes and determine what should be preserved, improved, standardized, automated, or rebuilt
Create clear and repeatable processes for customer health, account planning, adoption, escalations, risk management, and executive engagement
Define the right operating rhythms, KPIs, dashboards, and accountability across the organization
Improve how we use Salesforce, Gainsight, product usage data, NPS, CSAT, and Voice of Customer signals to manage the business
Build scalable playbooks while maintaining the flexibility required to serve complex public safety customers
Identify where responsibilities or customer experiences fall between teams and drive cross-functional solutions
Own the Customer Success budget, headcount strategy, and organizational design as the business grows
Make product adoption and realized customer value core measures of Customer Success
Build programs that help customers successfully adopt Axon's expanding portfolio of products
Partner with Product to identify adoption barriers and prioritize improvements based on customer feedback and data
Establish proactive customer engagement models based on customer health, complexity, risk, and opportunity
Define and measure success across adoption, retention, customer health, NPS, and other key customer outcomes
Serve as the executive Customer Success partner to Sales, Product, Support, Marketing, and other teams across Axon
Partner closely with US Public Safety Sales leadership on customer strategy, adoption, risk, retention, and expansion
Lead through influence when solving customer problems that span multiple organizations
Bring structure and clear decision-making to complex cross-functional issues
Present customer trends, risks, performance, and recommendations to Axon's executive leadership