Senior Customer Success Manager, Enterprise

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

The Customer Success Manager, Enterprise will work Axon’s Security and Enterprise customers to build long-term, strategic partnerships and help build out a new market for Axon. You will work closely with your clients to understand their workflows, organizational structures and overall requirements. We are looking for a dynamic and customer-centric individual to identify opportunities to promote and upsell products and services. 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: Remotely from Boston, MA office and on the road 30-40% of time
Reports to: Director of Customer Success
Direct Reports: 0

• Engage with your customers through regular calls, business reviews and daily needs
• Monitor and manage adoption metrics to ensure customers are utilizing the full Axon platform
• Create success plans for your customers and document customer progress toward established goals and results
• Manage escalations closely, acting as the quarterback for all critical issues and ensuring multiple internal teams are aligned
• Communicating major milestones and updates to Sr. Leadership on a regular basis
• Work closely with Axon’s marketing and training teams to conduct regular training webinars and calls
• Develop a deep understanding of Axon’s product line and ensure proper implementation in every customer’s environment

 

What You Bring

• Bachelor's degree
• 3+ years’ working in a customer-facing role and 2+ 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

 

Benefits that Benefit You

• 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

Benefits listed herein may vary depending on the nature of your employment and the location where you work.

 

Don’t meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.

Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

 

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. The job description