[Remote] Senior Customer Success Manager, Prepared by Axon

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Note: The job is a remote job and is open to candidates in USA. Axon is on a mission to Protect Life, focusing on critical safety and justice issues with their ecosystem of devices and cloud software. The Senior Customer Success Manager will ensure customer satisfaction and drive long-term success by acting as the primary point of contact, helping customers maximize the value of Axon's solutions and services.


Responsibilities

  • Customer Relationship Management: Maintain and nurture strong, long-term relationships with customers by understanding their unique needs, challenges, and goals
  • Advocate for Customers: Serve as the voice of the customer within the organization, collaborating with product, support, and engineering teams to ensure customer feedback is integrated into future development
  • Proactive Engagement: Regularly check in with open customers to anticipate their needs, identify challenges, opportunities for expansion, and offer solutions to improve their experience
  • Product Expertise: Become a Prepared platform subject matter expert educating customers on the best ways to fully leverage all features to meet their operational needs
  • Customer Retention & Growth: Focus on customer retention by ensuring high satisfaction and identify opportunities for upselling or cross-selling additional solutions that can further enhance their outcomes
  • Performance Tracking & Reporting: Monitor customer usage metrics and proactively address any areas for improvement, ensuring customers are achieving their goals and adhering to best practices
  • Issue Resolution: Triage and resolve customer issues in collaboration with the technical support team, providing prompt solutions and maintaining a positive customer experience
  • Customer Success Strategy: Assist in refining and implementing the customer success strategy, tailoring

Skills

  • 5-7+ years in customer success, account management, or a related field responsible for customer retention and expansion, preferably in the SaaS or public safety industries
  • Excellent written and verbal communication, with the ability to translate complex concepts into clear, actionable insights
  • Strong analytical skills and the ability to creatively solve customer needs and drive product adoption
  • Proven track record of fostering relationships with key decision-makers and stakeholders
  • Comfortable working in a fast-paced startup environment with a willingness to adapt and grow alongside the company
  • Ability to quickly learn and become proficient in new technologies and systems
  • Passion for helping customers succeed, with a proactive and empathetic approach to addressing their needs
  • Direct experience in the 911 space or at a company that supports 911 services (e.g., emergency call handling, dispatch technology, or related public safety communications systems)

Benefits

  • Competitive salary and 401k with employer match
  • Discretionary paid time off
  • Paid parental leave for all
  • Medical, Dental, Vision plans
  • Fitness Programs
  • Emotional & Mental Wellness support
  • Learning & Development programs
  • And yes, we have snacks in our offices

Company Overview

  • Axon provides electronic control devices to law enforcement and corrections agencies. It was founded in 1993, and is headquartered in Scottsdale, Arizona, USA, with a workforce of 1001-5000 employees. Its website is https://www.axon.com.

    • Company H1B Sponsorship

  • Axon has a track record of offering H1B sponsorships, with 3 in 2025, 3 in 2024, 7 in 2023, 2 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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