Customer Success Manager II

Summary

Join Axon and become a Product Customer Success Manager (PCSM), driving product engagement and adoption for Connected Devices and Fusus solutions. Lead the development and execution of product-specific adoption initiatives, design and manage customer engagement programs, and build a strong network of product champions. You will also manage Tier 4 product support cases and collaborate with cross-functional teams to enhance product success. This remote role requires 30-40% travel, including potential international trips, and is based within 1 hour of a major airport in the United States. The PCSM will work to create scalable strategies to guide customers through a digital journey, from early-stage users to advanced advocates. The position requires 5+ years of experience in a relevant field and Fusus product experience.

Requirements

• 5+ years of experience in Customer Success, Product Engagement, or Customer Programs in a SaaS or hardware/software environment
• Fusus product experience is required - Fusus implementation experience desired
• Demonstrated ability to craft and deliver compelling presentations that communicate product value, best practices, and adoption strategies to a wide range of customer stakeholders
• Proven ability to lead digital and community-based engagement programs that drive product adoption at scale
• Experience managing complex support escalations and Tier 4 technical issues
• Strong communication and facilitation skills for customer-facing programs and internal cross-functional collaboration
• Proficiency in Salesforce, familiarity with Gainsight, Jira, and Quip (preferred)
• Data fluency—able to interpret product usage data and translate insights into impactful adoption strategies
• Deep curiosity, initiative, and a collaborative mindset focused on customer outcomes
• Exceptional organizational, presentation, and written communication skills

Responsibilities

• Drive Product Adoption & Engagement at Scale
• Lead the development and execution of product-specific adoption initiatives and engagement programs that deepen customer usage and satisfaction
• Design and manage structured customer engagement anchors including Product Office Hours, Virtual Roundtables, Digital User Forums, and Regional User Groups
• Build and expand the product-specific POC (Point of Contact) network, capturing key customer roles such as champions, system admins, and strategic users
• Lead the Product User Group experience across virtual and in-person formats, creating spaces for customer collaboration, best practice sharing, and product feedback
• Develop and create scalable strategies to guide customers through a digital journey, from early-stage users to advanced advocates
• Strengthen the Reference & Champion Network
• Identify, engage, and elevate customers into product champions and advocates
• Cultivate a strong network of referenceable customers across the Connected Devices and Fusus portfolio
• Facilitate peer-to-peer learning opportunities, mentorship programs, and customer storytelling campaigns
• Support Tier 4 Product Success & Escalation Management
• Own and resolve Tier 4 product support cases, delivering expert-level troubleshooting and resolution
• Manage product escalations with clarity, speed, and a focus on positive customer outcomes
• Serve as the go-to expert for high-complexity adoption roadblocks and product challenges
• Enable Scalable & Digital Product Success
• Develop and maintain product landing pages and digital user forums as key engagement hubs
• Collaborate with Marketing to align product communications to drive consistent engagement
• Analyze customer usage and engagement data to identify trends, risks, and opportunities for increased value realization
• Support the development and execution of automated adoption touchpoints, informed by CSM plans and product usage insights
• Empower Customer Success & Cross-Functional Teams
• Equip CSMs with product-specific enablement tools, success playbooks, and engagement resources
• Partner with Product and Sales to ensure customer feedback, success stories, and usage insights are captured and shared
• Participate in roadmap discussions and provide frontline insights to guide product enhancements
• Represent the customer voice across internal forums, championing needs that drive stronger product adoption and satisfaction

Benefits

• 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