100338 - Customer Success Services Manager

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.

Customer Success Services Manager Customer Success Services
Location: Arizona preferred or Western United States remote
Reports to: Director Customer Success Services
Travel: 2030

About Axon & Customer Success Services

At Axon our mission is to protect life capture truth and accelerate justice. The Customer Success Services (CSS) team is here to simplify amplify and scale Axons Customer Success impact. We provide expert guidance education and operational support to drive product adoption optimize workflows and enhance operational efficiency ensuring standout customer and CSM experiences.

About the Role
The Customer Success Services Manager is a dualfocused role that blends customerfacing product adoption expertise with program leadership to drive operational excellence within the CSM organization. This role ensures that customers realize the full value of Axons products while also enabling CSMs to operate more efficiently through streamlined processes knowledge sharing and continuous improvement initiatives.

Youll collaborate closely with Customer Success Managers (CSMs) Product Teams Sales Finance Professional Services and our Marketing teams to scale adoption initiatives and improve customer outcomes while also managing key operational programs that remove friction improve efficiency and enhance the CSM experience.

What Youll Do

Design & Drive New Customer Adoption Programs

• Develop and launch customer adoption programs that address key challenges and drive product engagement.
• Provide expert guidance and education to customers ensuring successful adoption of a strategic Axon solutions.
• Equip CSMs with the knowledge and strategies needed to drive adoption of key products enabling them to guide customers effectively.
• Conduct virtual consults onsite engagements and product workshops to support adoption.
• Foster and manage customer product user groups encouraging peer learning and best practice sharing.
• Capture and analyze customer adoption challenges providing insights to improve product experience.
• Act as the bridge between Customer Success and Product teams sharing customer insights to shape product improvements.

Enhance Operational Excellence for the CSM Organization

• Streamline and optimize CSM workflows to enhance efficiency and remove operational roadblocks.
• Design and implement new processes and automation (some AIdriven) to drive significant efficiencies reducing manual effort for CSMs and enabling smarter workflows.
• Optimize knowledgesharing systems to ensure CSMs have access to best practices playbooks and training resources.
• Manage and drive continuous improvement initiatives ensuring sustainable and scalable CSM operations.
• Oversee account issue resolution processes ensuring a streamlined approach for escalations and proactive problemsolving.
• Implement and oversee CSM education initiatives ensuring the team is equipped with the right tools and knowledge to succeed.
• Own Customer Success data management ensuring data integrity and accessibility for key stakeholders.
• Monitor and analyze key Customer Success metrics providing datadriven insights to improve adoption retention and efficiency.

Enable Customer Success Teams & Improve CrossFunctional Collaboration

• Partner with Axon Learning teams to improve Product training resources and knowledge repositories to increase target customer outcomes.
• Collaborate with Revenue Intelligence and Product Analytic teams to measure adoption trends and identify opportunities for improvement.
• Support the implementation of AIdriven automation to ensure AIdriven automation and data intelligence are leveraged for efficiency.
• Manage programs that improve case resolution workflows reducing CSM workload and increasing customer satisfaction.
• Advocate for customercentric innovation working crossfunctionally to align Axons product roadmap with customer needs.
• Lead crossfunctional collaboration efforts ensuring that Product Success and Sales teams work in sync on adoption strategies.
• Serve as a thought leader within Axon and the broader Customer Success community sharing insights hosting roundtables and leading enablement initiatives.

What You Bring

• 3 years of experience in Customer Success Product Management or Customer Success Operations.
• Strong knowledge of Axons product ecosystem and experience with public safety or SaaS solutions.
• Proven ability to balance customerfacing product adoption efforts with internal program leadership.
• Experience in process improvement operational efficiency and program management within Customer Success.
• Excellent communication and facilitation skills with experience leading training sessions and workflow optimization projects.
• 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.
• Expertise in data management analytics and reporting with the ability to extract insights from customer and operational data to drive strategic decisions.
• Ability to analyze customer usage data and operational metrics to drive adoption and efficiency improvements.
• Experience working crossfunctionally with Product Sales Success Operations and Enablement teams.
• Selfmotivated teamoriented 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 highstress situations
• Strong familiarity with Salesforce Gainsight and Quip with a preferred understanding of Sigma Power BI and Tableau.

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.