Product Customer Success Manager (Vehicle Intelligence)

Department: Customer Success / Customer Success Services
Reports to: Director Customer Success Services
Location: This role can be based out of any of the Axon offices nationally and follows a hybrid schedule. We rely on in-person collaboration and ask that team members work onsite Tuesdays through Fridays with the flexibility to work remotely on Mondays unless there is an approved workplace accommodation. We believe that connection fuels innovation and our in-office culture is designed to foster meaningful teamwork mentorship and shared success.

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) for Vehicle Intelligence is a product-focused customer-facing role that drives scalable product engagement community development and long-term adoption of Axons in-car and fixed-location vehicle technology solutionsincluding Axon Outpost Lightpost Fleet systems ALPR and future Vehicle Intelligence capabilities.

As the product expert within Customer Success the PCSM leads digital and in-person engagement programs strengthens our reference and champion network and ensures customers achieve transformative outcomes with Axons Vehicle Intelligence ecosystem.

Youll design structured adoption strategies build thriving customer communities and deliver high-value product experiences through office hours roundtables user groups and digital education. You will work cross-functionally with CSMs Product Sales and Marketing to guide customers along the path to full product value and advocacyat scale.

What Youll Do

Drive Product Adoption & Engagement at Scale

• Lead the planning and execution of adoption initiatives and engagement programs for all Vehicle Intelligence products.

• Design and deliver structured customer engagement anchors such as:

• Product Office Hours

• Virtual Roundtables

• Digital User Forums

• Regional User Groups

• Build and strengthen the product-specific POC network capturing key customer roles such as supervisors administrators and strategic operational users.

• Lead the Vehicle Intelligence Product User Group experience across virtual and in-person formats enabling customer collaboration best practice exchange and product feedback.

• Develop scalable digital engagement strategies that guide customers from onboarding through advanced usage and advocacy.

Strengthen the Reference & Champion Network

• Identify engage and elevate customers into product champions across Vehicle Intelligence.

• Cultivate a strong network of referenceable agencies for Outpost Lightpost Fleet ALPR and future platform products.

• Facilitate peer-to-peer learning spotlight programs and customer storytelling opportunities.

Support Tier 4 Product Success & Escalation Management

• Own and resolve Tier 4 product support cases delivering expert-level troubleshooting and advanced problem solving.

• Manage escalations with clarity urgency and a focus on restoring value and confidence.

• Serve as the go-to expert for high-complexity adoption barriers and technical challenges across Vehicle Intelligence solutions.

Enable Scalable & Digital Product Success

• Develop and maintain product landing pages content hubs and digital user forums to support scalable learning and engagement.

• Collaborate with Marketing and the Product team to ensure consistent messaging and impactful product communications.

• Analyze product usage operational data patterns and customer behavior to identify trends risks and opportunities for enhanced value realization.

• Support digital touchpoints and automated adoption workflows informed by product data and CSM strategies.

Empower Customer Success & Cross-Functional Teams

• Build and refine product-specific enablement tools success playbooks and engagement guides for CSMs.

• Partner with Product and Sales to ensure customer insights success stories and usage trends are captured and shared effectively.

• Participate in roadmap discussions providing front-line product insights to influence prioritization and improvements.

• Represent customer needs across internal forums driving alignment around adoption experience and long-term product satisfaction.

What You Bring

• 5 years of experience in Customer Success Product Engagement or Customer Programs in a SaaS hardware/software or enterprise technology environment.

• Experience with Vehicle Intelligence in-car systems or Axons Outpost/Lightpost/Fleet ecosystems strongly preferred.

• Demonstrated ability to deliver compelling presentations and communicate product value to a variety of customer audiences.

• Proven ability to lead digital and community-based engagement programs that drive product adoption at scale.

• Experience managing complex technical escalations and Tier 4-level product challenges.

• Strong facilitation communication and cross-functional collaboration skills.

• Proficiency in Salesforce and familiarity with Gainsight Jira and Quip (preferred).

• Strong data fluency; ability to interpret product usage data and translate it into actionable adoption strategies.

• A growth mindset deep curiosity and a passion for helping customers succeed.

• Exceptional organizational skills attention to detail and written communication abilities.

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.