Director of Customer Success Enterprise
Director of Customer Success Enterprise
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1 Vacancy
Job Description
Join Axon and be a Force for Good.
At Axon were on a mission to Protect Life. Were explorers pursuing societys 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 fastpaced challenging and meaningful. Here youll 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 Axons Customer Success organization you will lead a team of Strategic Customer Success Managers that manage Axons 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 crossfunctionally to develop and execute new programs that carry out that vision.
What Youll Do
Location: Scottsdale AZ Seattle WA Denver CO Atlanta GA San Francisco CA or Boston MA and on the road 20 of the time
Reports to: Vice President of Enterprise Sales
Direct Reports: 68 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
- 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
- Bachelors 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)
- 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 crossfunctional collaboration with emphasis on communicating customer feedback to internal partners
- Ability to demonstrate increased revenue through Customer Successrelated 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.
Dont meet every single requirement Thats ok. At Axon we Aim Far. We think big with a longterm 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 youre excited about this role and our mission to Protect Life but your experience doesnt 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.
Axons mission is to Protect Life and is committed to the wellbeing and safety of its employees as well as Axons 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. Were 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. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.
Required Experience:
Director
Employment Type
Full Time
