VP of Customer Success, Axon 911

Axon•New York, NY

22h•Hybrid

About The Position

Axon 911 brings together Prepared and Carbyne under Axon. Together, we are creating the only platform that combines modern 911 infrastructure with an AI intelligence layer—helping public safety agencies move faster, make better decisions, and deliver better outcomes in the moments that matter most. 911 is the backbone of public safety, yet the professionals behind it have long been held back by outdated technology. Axon 911 is here to change that. Joining this team means more than taking a job—it means helping shape the future of emergency response and building a safer, more connected world.

Requirements

Current VP-level leader with 5+ years operating at the VP level
Proven track record managing senior leaders (Sr. Manager/Director level and above)
Direct ownership of GRR and NRR in a scaled Customer Success organization
Experience carrying or contributing to a pipeline generation target
Success in managing a highly relational, enterprise customer base
Exceptional executive communication and stakeholder management skills
Based in or willing to work from New York City

Nice To Haves

Experience managing global Customer Success teams
Background in public safety, government, or regulated industries

Responsibilities

Own Retention & Expansion Outcomes
Lead the Customer Success organization with full accountability for Gross Revenue Retention (GRR) and Net Revenue Retention (NRR)
Drive expansion pipeline generation in partnership with Sales, including upsell and cross-sell motions
Establish forecasting rigor and proactively manage risk across the customer base
Lead & Develop a High-Performing Org
Manage and develop a team of Sr. Managers/Directors who lead CSM teams
Build scalable processes, playbooks, and operating rhythms across segments and geographies
Elevate talent through coaching, performance management, and succession planning
Build Deep, Trusted Customer Relationships
Engage directly with executive stakeholders across public safety agencies
Navigate complex, long-term, relationship-driven customer environments
Act as a senior escalation point and strategic partner for key accounts
Drive Customer Outcomes & Advocacy
Ensure customers achieve measurable operational and mission-critical outcomes
Build programs that convert satisfied customers into referenceable advocates
Partner with Product and Implementation to continuously improve the end-to-end customer experience
Shape Company Strategy
Serve as a key member of the Customer leadership team
Provide voice-of-customer insights to influence product roadmap and go-to-market strategy
Partner cross-functionally with Sales, Product, Support, and Implementation