Job Summary

Axon is seeking a Senior Customer Success Manager (CSM) to join our Enterprise Segment team. In this pivotal role, you will act as a strategic partner to our enterprise clients, ensuring they derive maximum value from Axon’s suite of connected technologies. The ideal candidate will have a deep understanding of customer lifecycle management, SaaS solutions, and enterprise-level account engagement. You will drive customer retention, adoption, and expansion while helping clients achieve measurable success and long-term growth through Axon’s mission-driven solutions that protect life and build safer communities.

Key Responsibilities

• Serve as the primary point of contact and trusted advisor for enterprise-level clients throughout their lifecycle.

• Drive successful onboarding, adoption, and renewal strategies for assigned accounts.

• Develop and maintain strategic account plans that align Axon’s offerings with customer goals and business outcomes.

• Identify opportunities for growth, upselling, and cross-selling to maximize customer value and satisfaction.

• Collaborate closely with internal teams including Sales, Product, Implementation, and Support to ensure seamless delivery and execution.

• Conduct regular business reviews to communicate ROI, adoption metrics, and strategic recommendations to client executives.

• Monitor account health and proactively address potential challenges to ensure retention and customer success.

• Champion the voice of the customer within Axon, providing insights and feedback to influence product improvements and innovation.

• Lead training sessions, workshops, and enablement programs to help clients fully leverage Axon’s technology ecosystem.

• Track performance against KPIs, manage account renewals, and report customer success metrics to leadership.

Required Skills and Qualifications

• Bachelor’s degree in Business, Management, Technology, or a related field.

• Proven track record of 6+ years in Customer Success, Account Management, or Consulting within a SaaS or technology company.

• Strong understanding of enterprise SaaS business models, customer lifecycle management, and technical solution delivery.

• Excellent communication and presentation skills with the ability to engage and influence C-level executives.

• Exceptional problem-solving and analytical skills to identify opportunities and drive strategic solutions.

• Experience using CRM and Customer Success tools such as Salesforce, Gainsight, or HubSpot.

• Ability to manage multiple large-scale enterprise accounts simultaneously with attention to detail.

• Strong collaboration skills and a team-oriented mindset.

Experience

• Minimum of 6–10 years of experience in enterprise customer success, client management, or related roles.

• Experience managing multi-stakeholder enterprise relationships in highly technical or SaaS-driven environments.

• Proven ability to handle strategic accounts with complex deployment needs and business objectives.

Working Hours

• Full-time position with flexible working hours based on client needs and time zones.

• Availability for occasional travel to client locations, conferences, or team meetings.

• Remote-friendly with hybrid collaboration opportunities at Axon offices as needed.

Knowledge, Skills, and Abilities

• Strong strategic and consultative mindset with the ability to guide enterprise clients toward achieving business goals.

• Deep understanding of SaaS adoption metrics, customer health scoring, and enterprise engagement strategies.

• Excellent project management and organizational skills.

• Technically adept and comfortable discussing cloud, API integrations, and software deployment strategies.

• Emotional intelligence and the ability to build deep, trust-based relationships.

Benefits

• Competitive base salary with performance-based incentives.

• Comprehensive health, dental, and vision insurance plans.

• 401(k) with company match.

• Generous paid time off, holidays, and parental leave.

• Professional development and certification support.

• Remote work flexibility and modern digital collaboration tools.

• Opportunity to make an impact by contributing to Axon’s mission of protecting life and enabling transparency through technology.

Why Join Axon

At Axon, you’ll be part of a purpose-driven organization that’s transforming public safety and empowering professionals through cutting-edge solutions. We foster innovation, collaboration, and inclusivity while providing the resources and freedom to make meaningful contributions. Join us to work alongside passionate teams, solve real-world challenges, and drive measurable outcomes for communities worldwide.

How to Apply

Interested candidates can apply through Axon’s official career portal at www.axon.com/careers.
Please submit your updated resume and a cover letter outlining your relevant experience, achievements, and motivation for joining Axon as a Senior Customer Success Manager.