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

Boston, MA, USA + 5 more

More locations: Seattle, WA, USA | San Francisco, CA, USA | Scottsdale, AZ, USA | Denver, CO, USA | Atlanta, GA, USA

Hybrid position requiring in-office days.

Category
Customer Success & Support
Customer Success Management
Sales & Account Management
Required Skills
Sales
Salesforce

You match the following Axon's candidate preferences

Employers are more likely to interview you if you match these preferences:

Degree
Experience
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
  • Lead a team of Strategic Customer Success Managers that manage Axon’s largest customers
  • Coach and develop team members on a regular basis
  • Identify opportunities that will increase the business and financial impact of the team
  • Work cross-functionally to develop and execute new programs
  • 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
  • Build strategic programs to increase adoption/customers satisfaction/NPS
  • Hold team members accountable for operational rigor and KPIs and goals
  • Communicate team progress and the state of a broad customer portfolio with senior leaders
  • 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
  • Monitor customer risk and serve as the point of contact for escalations
  • Build common sense processes that promote operational efficiencies
Desired Qualifications
  • SaaS experience a plus
  • General knowledge of project management practices and procedures a plus

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 together to help law enforcement agencies capture and manage data effectively, ensuring accountability and safety in their operations. Axon stands out from 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 and efficiency of public safety agencies worldwide, ensuring they have the tools necessary to protect lives and maintain accountability.

Company Stage

IPO

Total Funding

$246M

Headquarters

Scottsdale, Arizona

Founded

1993

Simplify Jobs

Simplify's Take

What believers are saying

  • Axon's acquisition of Dedrone enhances its capabilities in drone security and critical response.
  • Integration with Carbyne improves emergency response times, potentially saving thousands of lives annually.
  • Strong relationships with U.S. law enforcement agencies bolster Axon's market position.

What critics are saying

  • Privacy concerns over drone use in law enforcement could lead to regulatory challenges.
  • Legal challenges over anti-competitive practices in body cameras may impact Axon's reputation.
  • Reliance on U.S. law enforcement budgets poses a risk if public policy shifts.

What makes Axon unique

  • Axon integrates advanced drone security with public safety solutions, enhancing airspace security.
  • The company offers a comprehensive suite of smart weapons and evidence management software.
  • Axon's SaaS model provides recurring revenue through cloud-based evidence management and data analytics.

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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