Customer Success Executive (Remote)

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 Major Accounts Customer Success Executive will work with Axon’s largest US-based 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 roadmaps and projects.
As someone that wears multiple hats, from strategic advisor to 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.

Location: Remote
Travel: 30-40%
Reports to: Director of Customer Success, Major Accounts

What You'll Do

• Act as a consultant and advocate for your customers, engaging in regular calls and in-person meetings to drive the strategy and execution around achieving each customer’s unique goals
• Monitor and manage adoption metrics to ensure customers are utilizing the full Axon platform
• Create strategic account and customer 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
• Solve customer challenges spanning, product, shipping, finance and other
• 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
• Learn and share industry best practices in order to solve customer need

Type of role and level

• Our most senior level of Customer Success Managers at the account level
• Remote (Lives in Territory) - 30-40% estimated Travel in Territory plus annual meetings (Accelerate, SKO, CSM Summer Camp).
• Will manage 20-30 accounts and should expect to visit the majority of these accounts in-person at least once per year (expect this will be front-loaded for account hand-offs and relationship building)

What You Bring

• Bachelor's degree or equivalent work experience
• 10+ years’ working in a customer-facing role and 5+ 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 situation

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.

The Pay: The compensation for this role is made up of an uncapped commissions and a starting base pay between USD 98,000 in the lowest geographic market and USD 163,000 in the highest geographic market. On average, the national commissions target for this role is 40,000. The actual base pay is dependent upon many factors, such as: experience, training,