Product Customer Success Manager Il

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.

About Axon & Customer Success Services

At Axon, our mission is to protect life, capture truth, and accelerate justice. The Customer Success Services (CSS) team is here to simplify, amplify, and scale Axon’s Customer Success impact. We provide expert guidance, education, and operational support to drive product adoption, optimize workflows, and enhance operational efficiency—ensuring standout customer and CSM experiences.

About the Role

The Product Customer Success Manager (PCSM) is a product-focused, customer-facing role that drives scalable product engagement, community development, and long-term adoption of dedicated Axon products—specifically, our Connected Devices and Fusus solutions. As the product expert within the CSS team, the PCSM leads digital and in-person engagement programs, develops reference networks, and ensures customers achieve meaningful outcomes with these Axon products.
This role builds structured adoption strategies and fosters vibrant customer communities through user groups, expert forums, and content-driven product experiences. You’ll work cross-functionally with Customer Success Managers (CSMs), Product, Sales, and Marketing to guide customers along the path to full product value and advocacy—at scale.

Location: REMOTE in the United States, but must live within 1 hour or major airport

Reports to: Director of Customer Success and Services

Travel: 30-40% and possibly some global

 

What You’ll Do

Drive Product Adoption & Engagement at Scale

• Lead the development and execution of product-specific adoption initiatives and engagement programs that deepen customer usage and satisfaction.
• Design and manage structured customer engagement anchors including Product Office Hours, Virtual Roundtables, Digital User Forums, and Regional User Groups.
• Build and expand the product-specific POC (Point of Contact) network, capturing key customer roles such as champions, system admins, and strategic users.
• Lead the Product User Group experience across virtual and in-person formats, creating spaces for customer collaboration, best practice sharing, and product feedback.
• Develop and create scalable strategies to guide customers through a digital journey, from early-stage users to advanced advocates.

Strengthen the Reference & Champion Network

• Identify, engage, and elevate customers into product champions and advocates.
• Cultivate a strong network of referenceable customers across the Connected Devices and Fusus portfolio.
• Facilitate peer-to-peer learning opportunities, mentorship programs, and customer storytelling campaigns.

Support Tier 4 Product Success & Escalation Management

• Own and resolve Tier 4 product support cases, delivering expert-level troubleshooting and resolution.
• Manage product escalations with clarity, speed, and a focus on positive customer outcomes.
• Serve as the go-to expert for high-complexity adoption roadblocks and product challenges.

Enable Scalable & Digital Product Success

• Develop and maintain product landing pages and digital user forums as key engagement hubs.
• Collaborate with Marketing to align product communications to drive consistent engagement.
• Analyze customer usage and engagement data to identify trends, risks, and opportunities for increased value realization.
• Support the development and execution of automated adoption touchpoints, informed by CSM plans and product usage insights.

Empower Customer Success & Cross-Functional Teams

• Equip CSMs with product-specific enablement tools, success playbooks, and engagement resources.
• Partner with Product and Sales to ensure customer feedback, success stories, and usage insights are captured and shared.
• Participate in roadmap discussions and provide frontline insights to guide product enhancements.
• Represent the customer voice across internal forums, championing needs that drive stronger product adoption and satisfaction.

What You Bring

• • 5+ years