Product Customer Success Manager Il
Product Customer Success Manager Il
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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 fast-paced 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.
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 efficiencyensuring standout customer and CSM experiences.
About the Role
The Product Customer Success Manager (PCSM) is a product-focused customer-facing role that drives scalable product engagement community development and long-term adoption of dedicated Axon productsspecifically our Connected Devices and Fusus solutions. As the product expert within the CSS team the PCSM leads digital and in-person engagement programs develops reference networks and ensures customers achieve meaningful outcomes with these Axon products.
This role builds structured adoption strategies and fosters vibrant customer communities through user groups expert forums and content-driven product experiences. Youll work cross-functionally with Customer Success Managers (CSMs) Product Sales and Marketing to guide customers along the path to full product value and advocacyat scale.
Location: REMOTE in the United States but must live within 1 hour or major airport
Reports to: Director of Customer Success and Services
Travel: 30-40% and possibly some global
What Youll Do
Drive Product Adoption & Engagement at Scale
- Lead the development and execution of product-specific adoption initiatives and engagement programs that deepen customer usage and satisfaction.
- Design and manage structured customer engagement anchors including Product Office Hours Virtual Roundtables Digital User Forums and Regional User Groups.
- Build and expand the product-specific POC (Point of Contact) network capturing key customer roles such as champions system admins and strategic users.
- Lead the Product User Group experience across virtual and in-person formats creating spaces for customer collaboration best practice sharing and product feedback.
- Develop and create scalable strategies to guide customers through a digital journey from early-stage users to advanced advocates.
Strengthen the Reference & Champion Network
- Identify engage and elevate customers into product champions and advocates.
- Cultivate a strong network of referenceable customers across the Connected Devices and Fusus portfolio.
- Facilitate peer-to-peer learning opportunities mentorship programs and customer storytelling campaigns.
Support Tier 4 Product Success & Escalation Management
- Own and resolve Tier 4 product support cases delivering expert-level troubleshooting and resolution.
- Manage product escalations with clarity speed and a focus on positive customer outcomes.
- Serve as the go-to expert for high-complexity adoption roadblocks and product challenges.
Enable Scalable & Digital Product Success
- Develop and maintain product landing pages and digital user forums as key engagement hubs.
- Collaborate with Marketing to align product communications to drive consistent engagement.
- Analyze customer usage and engagement data to identify trends risks and opportunities for increased value realization.
- Support the development and execution of automated adoption touchpoints informed by CSM plans and product usage insights.
Empower Customer Success & Cross-Functional Teams
- Equip CSMs with product-specific enablement tools success playbooks and engagement resources.
- Partner with Product and Sales to ensure customer feedback success stories and usage insights are captured and shared.
- Participate in roadmap discussions and provide frontline insights to guide product enhancements.
- Represent the customer voice across internal forums championing needs that drive stronger product adoption and satisfaction.
What You Bring
- 5 years of experience in Customer Success Product Engagement or Customer Programs in a SaaS or hardware/software environment
- Fusus product experience is required - Fusus implementation experience desired
- Demonstrated ability to craft and deliver compelling presentations that communicate product value best practices and adoption strategies to a wide range of customer stakeholders
- Proven ability to lead digital and community-based engagement programs that drive product adoption at scale
- Experience managing complex support escalations and Tier 4 technical issues
- Strong communication and facilitation skills for customer-facing programs and internal cross-functional collaboration
- Proficiency in Salesforce familiarity with Gainsight Jira and Quip (preferred)
- Data fluencyable to interpret product usage data and translate insights into impactful adoption strategies
- Deep curiosity initiative and a collaborative mindset focused on customer outcomes
- Exceptional organizational presentation and written communication skills
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.
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 well-being 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:
Manager
Employment Type
Full Time
Key Skills
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