Vice President, Customer Success
Job Location:
Boston, MA - USA
Yearly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
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.
As Vice President of Customer Success at Axon you will lead one of the most important teams in our business: an approximately 100-person Customer Success organization supporting U.S. Public Safety customers.
Our Customer Success team has built deep customer relationships navigated complex challenges and become a critical partner to agencies using Axons growing portfolio of products. As Axon continues to scale this team is ready for its next stage of maturity.
Your mandate is to build on that strong foundation and transform how we operate at scale. You will spend meaningful time with customers and our teams in the field deeply understand their experience and translate what you learn into better processes clearer operating rhythms stronger product adoption and more proactive customer engagement.
This role requires both strategy and execution. We are looking for a leader who can define what world-class Customer Success looks like at Axonand then roll up their sleeves to build the processes systems talent and accountability required to deliver it.
Customer Success should be the bridge between what our customers purchase and the value they ultimately experience: driving adoption strengthening relationships anticipating risk managing escalations and ensuring we deliver a consistently exceptional customer experience.
Reports to: Executive Vice President US Public Safety Sales
Direct Reports: 610 Directors Senior Managers and Managers of Customer Success
- Lead and develop an approximately 100-person Customer Success organization through a team of Directors Senior Managers and Managers
- Build a strong leadership bench with clear expectations accountability coaching and succession planning
- Establish career paths and performance standards that help our people grow and our strongest talent thrive
- Create a culture that combines customer obsession ownership high performance and teamwork
- Ensure leaders stay close to their teams and customers while building the structure required to operate effectively at scale
- Spend significant time in the field with customers and CSMs to deeply understand the customer experience
- Build trusted executive relationships with strategic customers and serve as an escalation point when needed
- Develop a deep understanding of Axons products customer workflows and the outcomes our customers are trying to achieve
- Ensure Customer Success represents the voice of the customer across Axon
- Build mechanisms to identify customer risk adoption gaps and emerging issues before they become escalations
- Turn recurring customer feedback and challenges into systemic improvements
- Assess our existing Customer Success processes and determine what should be preserved improved standardized automated or rebuilt
- Create clear and repeatable processes for customer health account planning adoption escalations risk management and executive engagement
- Define the right operating rhythms KPIs dashboards and accountability across the organization
- Improve how we use Salesforce Gainsight product usage data NPS CSAT and Voice of Customer signals to manage the business
- Build scalable playbooks while maintaining the flexibility required to serve complex public safety customers
- Identify where responsibilities or customer experiences fall between teams and drive cross-functional solutions
- Own the Customer Success budget headcount strategy and organizational design as the business grows
- Make product adoption and realized customer value core measures of Customer Success
- Build programs that help customers successfully adopt Axons expanding portfolio of products
- Partner with Product to identify adoption barriers and prioritize improvements based on customer feedback and data
- Establish proactive customer engagement models based on customer health complexity risk and opportunity
- Define and measure success across adoption retention customer health NPS and other key customer outcomes
- Serve as the executive Customer Success partner to Sales Product Support Marketing and other teams across Axon
- Partner closely with US Public Safety Sales leadership on customer strategy adoption risk retention and expansion
- Lead through influence when solving customer problems that span multiple organizations
- Bring structure and clear decision-making to complex cross-functional issues
- Present customer trends risks performance and recommendations to Axons executive leadership
- 15 years of progressive Customer Success Customer Experience Customer Operations or related leadership experience
- Experience leading a large multi-layered customer-facing organization including managing Director-level leaders
- A track record of successfully transforming or scaling a Customer Success organization including building the processes and operating systems required for the next stage of growth
- Significant SaaS experience and a strong understanding of product adoption customer health retention recurring-revenue models with multiple different SaaS product lines.
- A customer-first leadership style and a genuine desire to spend time directly with customers and frontline teams
- Strong operational skillsyou know how to turn strategy into processes metrics accountability and execution
- Experience designing customer segmentation engagement models playbooks and operating cadences at scale
- Proven ability to use customer and product data to identify risk improve adoption and prioritize action
- Demonstrated success leading change across Sales Product Support and other functions
- Strong executive communication skills and the ability to create clarity alignment and action across diverse stakeholders
- Ability to move comfortably between a customer meeting a leadership coaching conversation a process-design session and an executive business review
- Experience owning significant budgets headcount planning and organizational design
- High ownership sound judgment curiosity and comfort operating in a fast-paced and sometimes ambiguous environment
- Experience with Salesforce and Gainsight or similar platforms is a plus
- Bachelors degree or higher; MBA a plus
- Ability to travel approximately 3040% to spend time with customers teams and Axon offices
This team has already built something incredibly important at Axon. We are looking for a leader who respects that foundation sees the opportunity ahead and is excited to work alongside the team to build the next generation of Customer Successmore proactive more scalable more data-driven and even more deeply connected to our customers and the outcomes they depend on Axon to deliver.
- 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.
Axon is a total compensation company meaning compensation is made up of base pay and commission targets. 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
$205200 - $328320 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:
Exec
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
