of Senior Customer Success Executive at Axon

Boston, Massachusetts, United States -

Full Time

Start Date

Immediate

Expiry Date

10 Feb, 26

Salary

174000.0

Posted On

12 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Project Management, Consultative Mindset, Executive Presence, Emotional Intelligence, Law Enforcement Knowledge, Discovery Skills, Communication Skills, Negotiation Skills, Presentation Skills, Assertiveness, Curiosity, Tenacity, Resilience, Stakeholder Management, Data-Driven Recommendations

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: We are seeking a Customer Success Manager (CSM) who thrives in high-stakes environments, builds trust with executive-level stakeholders, and drives meaningful outcomes for our clients. This individual will serve as the primary partner for our law enforcement and public safety customers, guiding them through onboarding, adoption, and ongoing success while balancing strategic relationship management with tactical project execution. The ideal candidate is consultative, assertive when needed, and unafraid to engage with difficult personalities. They bring curiosity, resilience, and executive presence to every interaction, ensuring they deliver results even under pressure. 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- Need someone to be located in the eastern portion of the United States or central. Travel: 30-40% Reports to: Director of Customer Success, Major Accounts What You'll Do: Lead customers through discovery sessions to uncover true needs, challenges, and opportunities for success. Manage complex, multi-stakeholder projects from kickoff to completion, applying strategic project discipline to keep initiatives on track and within scope. Navigate and resolve challenging personalities and situations with professionalism, confidence, and diplomacy. Act as a strategic consultant, providing data-driven recommendations and guiding customers toward best practices in adoption and outcomes. Build and maintain relationships at the executive level, demonstrating credibility, confidence, and the ability to influence. Drive retention and growth by identifying expansion opportunities and ensuring customers realize the full value of our solutions. Collaborate cross-functionally with internal teams (Product, Engineering, Support, Sales) to advocate for customer needs. What We Need: Tenacity and Urgency – relentless focus on driving customer outcomes and overcoming obstacles. Consultative Mindset – ability to ask the right questions, uncover true needs, and provide strategic guidance. Assertiveness – confidence to set boundaries, influence stakeholders, and steer conversations toward solutions. Executive Presence – polished, confident communicator capable of engaging senior leaders with credibility. Project Management Expertise – strong organizational skills with proven ability to manage complex projects and competing priorities. People Wrangler – emotional intelligence and resilience to navigate high-pressure, challenging interactions with professionalism. Curiosity – natural drive to learn, understand, and explore new solutions for customers. Law Enforcement Knowledge – understanding of public safety workflows, challenges, and operational environments. Formal CSM Background – proven experience in a customer success role with measurable impact on retention and growth. Discovery Skills – ability to uncover hidden pain points and opportunities through structured conversations. Confidence – poised, adaptable, and effective in high-stakes, executive-level discussions. 5+ years in Customer Success, Account Management, or a related client-facing role. Experience working with law enforcement, public safety, or highly regulated industries strongly preferred. Some Sales experience preferred. Formal training or certification in Customer Success, Account Management, or Project Management a plus. Excellent communication, negotiation, and presentation skills. Ability to travel as needed to support customer engagements. 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 108,750 in the lowest geographic market and USD 174,000 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 customers through discovery sessions to uncover their needs and manage complex projects from kickoff to completion. Act as a strategic consultant, providing recommendations and ensuring customers realize the full value of our solutions.