Product Success Manager, Vehicle Intelligence

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.

This role exists so Vehicle Intelligence customers get from purchase to value and so CSMs and Sales Reps can be proactive without becoming VI specialists. The Product Success Manager (PSM) for Vehicle Intelligence is a product-focused customer-facing overlay role. You cover the full Vehicle Intelligence portfolio: Axon Outpost Lightpost Fleet Fusus ALPR and future Vehicle Intelligence capabilities across all customers not a single region.

You are the product expert inside Customer Success. CSMs stay close to the account and keep the 10000-foot view. You come in with product depth enablement and internal resources so customers actually get value from what they bought and so CSMs and reps can be proactive and customer-first without having to become VI specialists themselves.

You will design structured adoption strategies run user groups and other engagement programs enable CSMs and Sales Reps at scale manage complex escalations and partner with Product Sales Marketing and Support. You also help hold statewide partnership and API/integration standards together so agencies can connect and stay compliant as the portfolio evolves.

Location: Axon Hub - Scottsdale Boston Seattle Atlanta or New York and on the road 30-40% of time
Reports to: Mary-Madison Phillips Senior Customer Success Operations Manager

• Develop and maintain deep subject-matter expertise across Outpost Lightpost Fleet Fusus and ALPR.
• Serve as an internal and external resource for product capabilities use cases and competitive positioning.
• Collaborate with Product and Marketing on consistent messaging webinars and case studies that highlight adoption wins and new feature launches.

• Build and maintain enablement for CSMs and Reps on Vehicle Intelligence including a clear VI 101 / fundamentals path playbooks and engagement guides.
• Spot adoption gaps and repeat issues early (usage data CSM and rep signal industry/ALPR climate) and turn them into enablement or product feedback not one-off fire drills.
• Equip CSMs to get the ball rolling with customers. Then bring you in for depth clarifying questions and the internal resources to move things. This is not owning the sale or the account.
• Partner with Product and Sales so customer insights success stories and usage trends get captured and shared.
• Participate in roadmap discussions with front-line product insight.
• Represent customer CSM and sales-field needs in internal forums around adoption experience and long-term product satisfaction.

• Lead adoption initiatives and engagement programs for all Vehicle Intelligence products across the full customer base.
• Design and deliver structured customer engagement including:
• Product webinars / releases
• Regional and virtual user groups
• Build and strengthen the product-specific POC network (supervisors administrators and strategic operational users).
• Enable CSMs to guide customers from onboarding through advanced usage and advocacy.
• Lead a Vehicle Intelligence Product User Group experience so customers can share best practices and feed product insight back to Axon.

• Own and resolve complex product 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.
• Coordinate across Product Support CSMs and other internal partners so customers get a timely coordinated path to resolution.

• Act as a structured intake point between customers CSMs Reps and Product translating field feedback into clear actionable enhancement requests.
• Prioritize and document requirements based on customer impact.
• Partner with Product Management to close the loop with customers on how their feedback shaped the roadmap.

• Help manage statewide partnership relationships across agencies of all sizes including ongoing alignment with Vehicle Intelligence API standards and integration requirements.
• Serve as a trusted liaison to law enforcement leadership on statewide initiatives with consistent messaging and support.
• Coordinate with internal technical and legal teams to resolve compliance issues as they arise

• 5 years in Customer Success Product Success Product Engagement Customer Programs Program Management or a related cross-functional role in SaaS hardware/software or enterprise technology.
• A customer-first mindset and a passion for enablement making other people (especially CSMs and Reps) better not doing the account or the sale for them.
• Proven ability to design standardize and scale tools templates and methodologies across teams.
• Experience leading cross-product initiatives with multiple stakeholders and competing priorities.
• Strong program management skills; you bring clarity structure and momentum.
• Exceptional presentation facilitation and communication skills including the ability to distill complex product and customer insight for CSMs Reps customers and executives.
• Strong systems-thinking and analytical abilities with enough data fluency to turn usage patterns into adoption strategy.
• Comfort using product usage and customer health data (Salesforce Gainsight or similar) to prioritize which CSMs reps accounts and issues to go after.
• Comfort working across products teams and levels of the organization without direct authority.
• Proficiency in Salesforce preferred; familiarity with Gainsight Jira and Google Workspace a plus.

What Success Looks Like

• CSMs and reps can run a VI conversation (fundamentals feature updates ALPR climate) without you on every call and they know when to pull you in.
• Customers are engaged through webinars user groups and structured adoption support.
• The same issues do not keep coming back as escalations; when something is complex it has a clear owner and a path to resolution.
• Product gets a prioritized VI list from the field and customers hear back.
• Statewide / API partnership work stays coordinated and compliant.

• 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
• Employee Resource Groups (ERGs)
• 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 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.

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