Senior Product Customer Success Manager, AI Automation

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.

Senior Digital Customer Success Manager for AI Automation

Reports to: Director Customer Success Services
Location: Remote U.S. (Preferred: Central or Mountain Time Zone)
Travel: 20-30%

Your Impact

At Axon were on a mission to protect life capture truth and accelerate justice.
The Customer Success Services (CSS) team simplifies amplifies and scales Axons Customer Success impact. We drive product adoption optimize workflows and enable operational excellence across global customers.

As our first Digital Customer Success Manager youll pioneer the use of Salesforce Agentforce and AI automation to power intelligent scalable Customer Success programs. This role brings together product expertise digital engagement design and AI-driven operations to ensure every Axon customer experiences consistent data-informed successat scale.

Youll build the infrastructure that allows Axons Product Success teams to reach thousands of customers intelligently using automation predictive insights and digital-first success strategies.

What Youll Do

Lead Scaled Product Success Enablement

• Implement and operationalize Salesforce Agentforce for Product Success building the foundation for AI-driven customer engagement and workflow automation.
• Design and execute scaled adoption programs across AI Era and additional product lines.
• Develop standardized engagement templates workflows and metrics dashboards to support proactive lifecycle management.
• Build digital product pathways and automated playbooks that deliver tailored success content to customers.

Drive AI-Powered Customer Engagement

• Partner with Product Success Managers and CSMs to translate human-led programs into AI-assisted digital experiences.
• Collaborate with Product Data and Marketing to build AI-based insights dashboards that power predictive outreach and adoption tracking.
• Configure and manage journey logic and engagement triggers within SF Agentforce for timely relevant customer interactions.
• Pilot new AI engagement models that improve retention adoption and customer satisfaction.

Operationalize Scaled Programs Across Products

• Create the AI-enabled Success Infrastructure supporting all Axon products starting with AI Era.
• Establish standard frameworks for automated health alerts digital check-ins and proactive success nudges.
• Analyze adoption and engagement data to continuously improve automation logic and content effectiveness.
• Increase efficiency by reducing manual workloads and driving system-based engagement at scale.

Enable and Empower Internal Teams

• Train Product Success Managers and CSMs on AI and Salesforce Agentforce usage.
• Build enablement materials process documentation and success playbooks for scaled programs.
• Partner with Product Engineering Product Marketing and Customer Success teams to align messaging content and customer insights.
• Represent the CSS team in AI enablement design and innovation discussions.

What You Bring

• 6 years of experience in Customer Success Program Management or Scaled Enablement in a SaaS or hardware/software environment
• Experience designing or managing digital or automated customer engagement programs (e.g. lifecycle campaigns digital CS community engagement)
• Proficiency in Salesforce; familiarity with SF Agentforce Einstein or similar AI/automation tools preferred
• Demonstrated success building scalable data-driven workflows that enhance adoption and reduce manual effort
• Understanding of Axons AI Era and Draft One products or strong ability to quickly learn complex SaaS solutions
• Excellent project management and cross-functional collaboration skills with Product Engineering and various data teams
• Analytical ability to interpret engagement and usage data and translate insights into actionable strategies
• Exceptional communication facilitation and documentation skillscomfortable driving alignment across technical and non-technical audiences
• Self-starter with curiosity adaptability and a passion for shaping the future of Customer Success

Preferred Qualifications

• Experience with Tableau Gainsight Jira or Quip
• Prior involvement in implementing or scaling AI or automation platforms in a Customer Success or Product Operations function
• Familiarity with customer journey mapping digital success KPIs and health score frameworks
• Knowledge of Axons product ecosystem or public safety technology

Why Join Axon

This role defines the future of Customer Success at Axon. Youll help build a scalable intelligent system that enables our teams to reach every customer proactivelycombining the power of automation with the human insight that drives trust and adoption.

Youll be part of a pioneering effort to connect AI automation and product successdirectly impacting customer outcomes and shaping how Axon delivers value at scale.

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.