[Hiring] Senior Customer Success Manager @Axon

Role Description

The Senior Customer Success Manager will work Axon’s larger customers to build long-term, strategic partnerships. You will work closely with your clients to understand their workflows, organizational structures and overall requirements. As their main point of contact, your customers will lean on you to provide best practices and to help them achieve their operational goals through the use of Axon’s products.

You will also work closely with multiple cross-functional teams by providing invaluable insight into customers’ needs and challenges, helping influence and guide internal product road-maps and projects. As someone that wears multiple hats, from project management to product expert to consultant, you will continually be focused on making your customers more efficient and more confident within their daily workflows.

What You'll Do

• Location: Puerto Rico (Remote)
• Reports to: Director, Customer Success
• Travel: 25-35%

• Relationship Management:
  • Builds trusted partnerships with command staff, procurement, and training leads.
  • Facilitates executive business reviews (QBRs, annual ROI conversations).
• Customer Onboarding & Expectation Management:
  • Sets the tone for the partnership and develops trusted relationship with customer.
  • Ensures the customer understands timelines, delivery scope, key contacts.
  • Translates deployment goals into success criteria (e.g., officer adoption, training outcomes).
• Internal Alignment:
  • Acts as a liaison between Sales, Professional Services, Support, and the customer.
  • Ensures Professional Services deliverables align with broader customer goals.
• Risk Identification:
  • Flags any early signs of friction, dissatisfaction, or resource gaps.
  • Prepares the path for smooth transition from deployment to adoption phase.
• Adoption & Value Realization:
  • Develops a deep understanding of Axon’s product line and ensures proper implementation in every customer’s environment.
  • Creates success plans for your customers and documents customer progress toward established goals and results.
  • Tracks product adoption.
  • Drives usage insights (e.g., reports on activations, training compliance, policy impact).
  • Supports rollout planning for new cohorts or use cases.
  • Works closely with Axon’s marketing and training teams to conduct regular training webinars and calls.
  • Learn and share industry best practices in order to solve customer needs.
• Issue Escalation & Coordination:
  • Not a first-line support agent, but ensures high-impact issues are addressed cross-functionally.
  • Coordinates with Support, PS, Legal, or Product if needed.
  • Manages escalations closely, acting as the quarterback for all critical issues and ensuring multiple internal teams are aligned.
• Renewals & Expansion Enablement:
  • Prepares the account for renewal discussions by demonstrating impact.
  • Flags upsell/cross-sell opportunities to Sales (e.g., body-worn cameras, Fusus, VR training).
• Voice of the Customer (VoC):
  • Collects feedback on product usability, training effectiveness, support responsiveness.
  • Funnels feedback to Product teams to influence roadmap or services.
  • Engages with your customers through regular calls, business reviews and daily needs.

Qualifications

• Bachelor's degree or equivalent work experience.
• Spanish/English bi-lingual.
• 5+ years’ working in a customer-facing role and 3+ years working with Enterprise-level customers.
• Strong project management skills with a proven system for tracking multiple customer requests, issues and strategic plans.
• A proven track record of leading process improvements within large organizations.
• Previous experience tracking product adoption and customer engagement through data-analysis tools.
• Self-motivated, team-oriented, responsible, and focused on exceeding customer expectations.
• Exceptional organizational, presentation, and communication skills, both verbal and written.
• Demonstrated ability to deal with change and excel in high-stress situations.

Important Notes

• The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job.
• Some roles may also require legal eligibility to work in a firearms environment.
• We collect personal information from applicants to evaluate candidates for employment.
• Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment.
• We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion.