Strategic Customer Success Manager at Axon

Scottsdale, Arizona, United States -

Full Time

Start Date

Immediate

Expiry Date

28 Jan, 26

Salary

0.0

Posted On

30 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Account Management, Project Management, Data Analysis, Relationship Building, Strategic Planning, Mentoring, Communication, Problem Solving, Cross-Functional Collaboration, Product Adoption, Escalation Management, Customer Engagement, Training, 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 At Axon, we’re on a mission to protect life and build a safer, more connected world through innovative technology. Our Enterprise segment is one of our fastest-growing areas, presenting a unique opportunity to make a significant impact in an evolving market. As a Strategic Customer Success Manager, Enterprise, you will play a pivotal role in shaping the customer experience, driving adoption, and expanding Axon’s footprint within enterprise organizations. This is a high-visibility role where you will develop strategic relationships, solve complex challenges, and directly influence product innovation. If you’re looking to elevate your career, this role offers the chance to lead enterprise customer strategies, work cross-functionally with top industry talent, and be part of a dynamic, rapidly expanding team. You’ll gain expertise in cutting-edge technology solutions while driving measurable business impact for both Axon and our customers. What You’ll Do Location: Remotely in the United States and within one hour of a major airport Travel: 35%-40% Develop and manage strategic success plans for a portfolio of enterprise customers, driving adoption, engagement, and value realization. Act as a trusted advisor, proactively identifying opportunities to expand usage of Axon’s platform and ensuring customers achieve their desired outcomes. Track and analyze adoption metrics to assess customer health, implementing data-driven strategies to improve retention and mitigate risks. Own and drive complex customer escalations, coordinating cross-functional teams to achieve rapid and effective resolution. Provide regular business reviews and communicate key milestones, impact metrics, and opportunities to both customers and internal senior leadership. Collaborate with internal teams—including Product, Sales, and Support—to advocate for customer needs, shaping Axon’s roadmap and offerings. Lead customer enablement efforts through training webinars, best practices sharing, and proactive guidance on product adoption. Maintain CRM hygiene (e.g. Success Plans, Health Scores, etc.) to enable data-driven decision-making. Develop scalable success playbooks, mentor junior team members, and contribute to the continuous improvement of Customer Success processes. What You Bring Bachelor’s degree or equivalent experience. 5+ years in a customer-facing role, with at least 3 years managing enterprise-level customers in a Customer Success or Account Management capacity Proven ability to develop and execute customer success strategies, driving adoption and retention at scale. Strong experience managing escalations and coordinating cross-functional teams to drive issue resolution. Data-driven mindset with experience using customer success platforms and strategic planning tools to track engagement, identify trends, and optimize the customer experience. Exceptional project management skills with a track record of balancing multiple priorities while delivering high-impact results. Demonstrated ability to influence customer decisions and internal strategy through data, insights, and relationship-building. Experience mentoring or coaching team members, contributing to process development, and driving best practices. Excellent communication, presentation, and relationship-building skills, with the ability to engage effectively at all levels of an organization. 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 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

Develop and manage strategic success plans for enterprise customers, driving adoption and engagement. Act as a trusted advisor to identify opportunities and ensure customers achieve their desired outcomes.