Full-Time

Director of Customer Success

Enterprise

Confirmed live in the last 24 hours

Axon

Axon

1,001-5,000 employees

Public safety technology for law enforcement

Government & Public Sector
Enterprise Software

Compensation Overview

$123.9k - $198.3kAnnually

Senior, Expert

Denver, CO, USA

Hybrid position requiring in-office presence in Denver, CO, along with other listed cities.

Category
Customer Success & Support
Customer Success Management
Sales & Account Management
Required Skills
Sales
Salesforce
Requirements
  • Bachelor’s Degree or equivalent years of experience
  • 6+ years of relevant work experience within customer success, sales, or account management
  • 3+ years of previous management and leadership experience in a similar role
  • A good understanding of the SaaS customer journey, customer onboarding, account management (Salesforce, Gainsight and SaaS experience a plus)
  • Track record of implementing processes that promote operational efficiencies or solve known issues
  • Proven ability to hit and exceed a measurable goal (NPS, adoption, ARR)
  • General knowledge of project management practices and procedures a plus
  • Proven track record of cross-functional collaboration with emphasis on communicating customer feedback to internal partners
  • Ability to demonstrate increased revenue through Customer Success-related tasks
  • Demonstrated ability to leverage qualitative data to identify areas for improvement and implement positive outcomes
Responsibilities
  • Strong desire to build customer relationships and act as an escalation point for items that may put customers at risk
  • Strong operational rigor around reporting on team KPIs, tracking to goals and reporting to senior leaders
  • Ability to build strategic programs to increase adoption/customers satisfaction/NPS
  • Ability to hold team members accountable for operational rigor and KPIs and goals
  • Strong communication with an emphasis on conveying team progress and the state of a broad customer portfolio with senior leaders
  • Deep understanding of how to identify risk and opportunity within your customer portfolio across the team
  • Establish and track individual CSM career development goals through IDPs with quarterly reviews and career pathing. Recruit, develop and retain the best talent
  • Maintain and foster excellent cross functional relationships throughout the Axon ecosystem with frequent check ins with internal partners (sales, customer loyalty, marketing and product)
  • Monitor customer risk and serve as the point of contact for escalations with a strong ability to navigate internal resources for resolution
  • Strong desire to build and fix by building common sense processes that promote operational efficiencies

Axon provides technology solutions aimed at improving public safety and law enforcement effectiveness. The company offers a range of products, including TASER devices, body-worn cameras, in-car video systems, and software for managing evidence and enhancing situational awareness. These products work by equipping law enforcement agencies with tools that help them capture and manage data effectively, ensuring accountability and safety in their operations. Axon stands out from its competitors by combining hardware sales with software-as-a-service (SaaS) offerings, which provide ongoing revenue through subscriptions for cloud-based evidence management and analytics. The company's goal is to enhance the safety of communities and the effectiveness of public safety agencies by continuously innovating and expanding its product offerings.

Company Stage

IPO

Total Funding

$246M

Headquarters

Scottsdale, Arizona

Founded

1993

Simplify Jobs

Simplify's Take

What believers are saying

  • Axon's collaboration with Carbyne enhances situational awareness and emergency response.
  • The Dedrone acquisition expands Axon's market in drone security and airspace protection.
  • Strategic partnerships, like with Verkada, increase Axon's market reach and integration capabilities.

What critics are saying

  • Legal challenges over body camera compatibility may impact Axon's market position.
  • Integration of Dedrone may pose operational and financial challenges for Axon.
  • Increased competition from technology partners in Verkada's program could affect Axon's market share.

What makes Axon unique

  • Axon leads in public safety tech with TASERs, body cameras, and evidence management.
  • Axon's SaaS model ensures recurring revenue through cloud-based evidence management solutions.
  • Axon's acquisition of Dedrone enhances its drone security capabilities, setting it apart.

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Benefits

Medical, Dental, Vision

Fitness Programs

Mental Health

Pre-Tax Savings (401k, HSA, FSA)

Annual Bonuses

Stocks

Remote Work

Paid Time Off

Parental Leave

Room to Grow

Leadership Development Program

Learning and Development