Director of Customer Success, Enterprise at Axon

Boston, Massachusetts, United States -

Full Time

Start Date

Immediate

Expiry Date

04 Feb, 26

Salary

228000.0

Posted On

06 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Leadership, Strategic Planning, Data Analysis, Cross-Functional Collaboration, Risk Management, Operational Efficiency, Team Development, Customer Relationship Management, SaaS, IoT, Account Management, Project Management, Communication, Problem Solving, Process Improvement

Industry

Public Safety

Description

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 As a Director within Axon’s Customer Success organization, you will lead a team of Strategic Customer Success Managers that manage Axon’s largest customers. In addition to coaching and developing your team members on a regular basis, you will be a key strategic leader within the Customer Success organization. You thrive on identifying opportunities that will increase the business and financial impact of your team, and you work cross-functionally to develop and execute new programs that carry out that vision. What You’ll Do Location: This role can be based out of our Boston, San Francisco, Denver or Seattle Offices and follows a hybrid schedule. We rely on in-person collaboration and ask that team members work onsite Tuesdays through Fridays, with the flexibility to work remotely on Mondays, unless there is an approved workplace accommodation. We believe that connection fuels innovation, and our in-office culture is designed to foster meaningful teamwork, mentorship, and shared success. Reports to: Senior Director of Customer Success, Enterprise Direct Reports: 6-8 Customer Success Managers Strong desire to build customer relationships and act as an escalation point for items that may put customers at risk Strong operational rigor around reporting on team KPIs, tracking to goals and reporting to senior leaders Ability to build strategic programs to increase adoption/customers satisfaction/NPS Data-driven approach to developing customer facing motions and driving customer outcomes Ability to hold team members accountable for operational rigor and KPIs and goals Strong communication with an emphasis on conveying team progress and the state of a broad customer portfolio with senior leaders Deep understanding of how to identify risk and opportunity within your customer portfolio across the team Establish and track individual CSM career development goals through IDPs with quarterly reviews and career pathing. Recruit, develop and retain the best talent Maintain and foster excellent cross functional relationships throughout the Axon ecosystem with frequent check ins with internal partners (sales, customer loyalty, marketing and product) Monitor customer risk and serve as the point of contact for escalations with a strong ability to navigate internal resources for resolution Strong desire to build and fix by building common sense processes that promote operational efficiencies What You Bring Bachelor’s degree or equivalent years of experience 6+ years of relevant work experience within customer success, sales, or account management 3+ years of previous management and leadership experience in a similar role A good understanding of the SaaS customer journey, customer onboarding, account management (Salesforce, Gainsight and SaaS experience a plus) Ideally experience with IoT or hardware centric products Track record of implementing processes that promote operational efficiencies or solve known issues Proven ability to hit and exceed a measurable goal (NPS, adoption, ARR) General knowledge of project management practices and procedures a plus Proven track record of cross-functional collaboration with emphasis on communicating customer feedback to internal partners Ability to demonstrate increased revenue through Customer Success-related tasks Demonstrated ability to leverage qualitative data to identify areas for improvement and implement positive outcomes 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: Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The starting base pay for this role is between USD 142,500 in the lowest geographic market and USD 228,000 in the highest geographic market. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit www.axon.com/careers/benefits. 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 may change or be supplemented at any time in accordance with business needs and conditions. Some roles may also require legal eligibility to work in a firearms environment. Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment. We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email recruitingops@axon.com. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.

Responsibilities

Lead a team of Strategic Customer Success Managers managing Axon’s largest customers. Identify opportunities to increase business impact and develop new programs for customer success.