Customer Success Manager, Axon 911
Job Location:
Lansing, IL - USA
Monthly Salary:
Posted on:
Vacancies:
Job Summary
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.
Who we are:
Axon 911 brings together Prepared and Carbyne under Axon. Together we are creating the only platform that combines modern 911 infrastructure with an AI intelligence layerhelping public safety agencies move faster make better decisions and deliver better outcomes in the moments that matter most.
911 is the backbone of public safety yet the professionals behind it have long been held back by outdated technology. Axon 911 is here to change that. Joining this team means more than taking a jobit means helping shape the future of emergency response and building a safer more connected world.
About the Role
To bring value to our users and promote the usage of Carbynes technology. This is a high-touch role where youll be expected to provide excellent results and customer satisfaction. Youll act as an account manager with several responsibilities including project initiation operations training and onboarding.
- Work closely with our customers to manage all operational activities ensuring that Carbyne fulfills the contracted KPI/SLA and serve as the primary escalation point for incident reporting. Youll engage Carbynes relevant technical resources when necessary. Youll also collect analyze and use data and feedback in order to make our customers experience with our product seamless consistent and exceptional.
Heres What Youll Be Doing
- Serve as the lead point of contact for any and all matters specific to our customers.
- Develop trusted relationships with decision-makers key personnel and IT staff.
- Engage in a high-touch communication model with customers on a regular basis based on Carbynes best practices.
- Clearly communicate product usage and analytics on a quarterly or as needed basis to the relevant stakeholders.
- Work closely with internal teams to present meet and exceed customer expectations and perceptions.
- Identify and track enhancement requests for future features and functionality.
- Advocate for customer success and adoption.
- Partner with Carbynes sales team to develop a plan for customer success and expansion to achieve growth goals.
- Identify upsell opportunities and communicate any potential risks that would threaten renewal.
- Master Carbynes products to promote customer adoption and usage communicating the most relevant features/functionality for their specific business needs.
- Enhance the effectiveness and efficiency of operational processes and systems.
- Develop and implement customer success policies and procedures.
- Identify and implement strategies to improve customer satisfaction and product adoption.
- Understand various post-sale adoption methods and devise ways to measure and improve customer onboarding and handoff experience.
What You Bring
- Proven experience as a Customer Success Manager within the SaaS tech industry
- Experience in generating training materials and executing training sessions on-site/remotely
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Passionate about building lasting customer relationships
- Ability to think strategically and lead
- Customer service orientation
- Comfortable speaking in front of large groups
- Willingness to travel up to 30% of the time for client visits
- Proven customer success experience is within SaaS company serving public safety
Benefits that Benefit You
- Competitive salary and 401k with employer match
- Discretionary time off
- Paid parental leave for all
- Medical Dental Vision plans
- Fitness Programs
- Emotional & Development Programs
- And yes we have snacks in our offices
Axon is a total compensation company meaning compensation is made up of base pay bonus and stock awards. The actual base pay is dependent upon many factors such as: level function training transferable skills work experience business needs geographic market and often a combination of all these factors. Our benefits offer an array of options to help support you physically financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit Pay Range
$124000 - $138000 USD
Dont meet every single requirement Thats ok. At Axon we Aim Far. We think big with a long-term 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.
We collect personal information from applicants to evaluate candidates for employment. You may request access deletion or exercise other CCPA rights ator via ourAxon Privacy Web Form. For more information please see the Your California Privacy Rights section of ourApplicant and Candidate Privacy Notice.
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.
Phishing alert: Axon will never ask you to pay for any part of the hiring process including training equipment or background checks. We do not make job offers via text message WhatsApp or instant messaging platforms without a formal interview process. All legitimate job openings are listed on our official careers page at If you receive a suspicious offer or outreach from an email address that is not @ or if you are asked for sensitive personal information (bank details Social Security Number) prematurely please ignore the message and report it to .
Required Experience:
Manager
About Company
The Axon Network connects people, devices, and apps to protect life in all regards. From our TASER smart weapons, to police body cameras, to our industry-leading cloud-based evidence management software, we are the world’s premier public safety company and are committed to delivering ... View more
