Customer Success Manager, Axon 911

Who we are:

 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911 is the backbone of public safety, yet the professionals behind it have long been held back by outdated technology.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.

About the Role

To bring value to our users and promote the usage of Carbyne's technology. This is a high-touch role where you'll be expected to provide excellent results and customer satisfaction. You'll act as an account manager with several responsibilities, including project initiation, operations, training, and onboarding. 

Work closely with our customers to manage all operational activities, ensuring that Carbyne fulfills the contracted KPI/SLA, and serve as the primary escalation point for incident reporting. You'll engage Carbyne's relevant technical resources, when necessary. You'll also collect, analyze and use data and feedback in order to make our customers’ experience with our product seamless, consistent, and exceptional. 

Here’s What You’ll Be Doing 

• Serve as the lead point of contact for any and all matters specific to our customers.
• Develop trusted relationships with decision-makers, key personnel, and IT staff.
• Engage in a high-touch communication model with customers on a regular basis, based on Carbyne's best practices. 
• Clearly communicate product usage and analytics on a quarterly or as needed basis to the relevant stakeholders. 
• Work closely with internal teams to present, meet, and exceed customer expectations and perceptions. 
• Identify and track enhancement requests for future features and functionality.
• Advocate for customer success and adoption. 
• Partner with Carbyne's sales team to develop a plan for customer success and expansion to achieve growth goals. 
• Identify upsell opportunities and communicate any potential risks that would threaten renewal.
• Master Carbyne's products to promote customer adoption and usage, communicating the most relevant features/functionality for their specific business needs. 
• Enhance the effectiveness and efficiency of operational processes and systems. 
• Develop and implement customer success policies and procedures. 
• Identify and implement strategies to improve customer satisfaction and product adoption. 
•  Understand various post-sale adoption methods and devise ways to measure and improve customer onboarding and handoff experience. 

What You Bring 

• Proven experience as a Customer Success Manager within the SaaS tech industry
• Must reside in VA- a must! 🔒
• Experience in generating training materials and executing training sessions on-site/remotely 
• Strong client-facing and communication skills 
• Advanced troubleshooting and multi-tasking skills 
• Passionate about building lasting customer relationships 
• Ability to think strategically and lead 
• Customer service orientation 
• Comfortable speaking in front of large groups 
• Willingness to travel up to 30% of the time for client visits 
• Proven customer success experience is within SaaS company serving public safety 
  
  

Benefits that Benefit You

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