Customer Success Services Manager

Summary

Join Axon's Customer Success Services team as a Customer Success Services Manager and play a vital role in driving customer adoption and operational excellence. This dual-focused position blends customer-facing expertise with program leadership. You will design and launch customer adoption programs, equip Customer Success Managers (CSMs) with the necessary knowledge and strategies, and streamline CSM workflows. Collaborate with various teams to scale adoption initiatives and improve customer outcomes. The ideal candidate possesses 3+ years of experience in Customer Success, Product Management, or Customer Success Operations, along with strong communication and project management skills. Axon offers a competitive salary, benefits, and a chance to make a real impact.

Requirements

• 3+ years of experience in Customer Success, Product Management, or Customer Success Operations
• Strong knowledge of Axon’s product ecosystem and experience with public safety or SaaS solutions
• Proven ability to balance customer-facing product adoption efforts with internal program leadership
• Experience in process improvement, operational efficiency, and program management within Customer Success
• Excellent communication and facilitation skills , with experience leading training sessions and workflow optimization projects
• Strong project management skills with a proven system for tracking multiple customer requests, issues and strategic plans
• A proven track record of leading process improvements within large organizations
• Expertise in data management, analytics, and reporting , with the ability to extract insights from customer and operational data to drive strategic decisions
• Ability to analyze customer usage data and operational metrics to drive adoption and efficiency improvements
• Experience working cross-functionally with Product, Sales, Success Operations, and Enablement teams
• Self-motivated, team-oriented, responsible, and focused on exceeding customer expectations
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Demonstrated ability to deal with change and excel in high-stress situations

Responsibilities

• Design & Drive New Customer Adoption Programs
• Develop and launch customer adoption programs that address key challenges and drive product engagement
• Provide expert guidance and education to customers, ensuring successful adoption of a strategic Axon solutions
• Equip CSMs with the knowledge and strategies needed to drive adoption of key products, enabling them to guide customers effectively
• Conduct virtual consults, onsite engagements, and product workshops to support adoption
• Foster and manage customer product user groups encouraging peer learning and best practice sharing
• Capture and analyze customer adoption challenges , providing insights to improve product experience
• Act as the bridge between Customer Success and Product teams , sharing customer insights to shape product improvements
• Enhance Operational Excellence for the CSM Organization
• Streamline and optimize CSM workflows to enhance efficiency and remove operational roadblocks
• Design and implement new processes and automation (some AI-driven) to drive significant efficiencies, reducing manual effort for CSMs and enabling smarter workflows
• Optimize knowledge-sharing systems to ensure CSMs have access to best practices, playbooks, and training resources
• Manage and drive continuous improvement initiatives ensuring sustainable and scalable CSM operations
• Oversee account issue resolution processes , ensuring a streamlined approach for escalations and proactive problem-solving
• Implement and oversee CSM education initiatives , ensuring the team is equipped with the right tools and knowledge to succeed
• Own Customer Success data management , ensuring data integrity and accessibility for key stakeholders
• Monitor and analyze key Customer Success metrics , providing data-driven insights to improve adoption, retention, and efficiency
• Enable Customer Success Teams & Improve Cross-Functional Collaboration
• Partner with Axon Learning teams to improve Product training resources and knowledge repositories to increase target customer outcomes
• Collaborate with Revenue Intelligence and Product Analytic teams to measure adoption trends and identify opportunities for improvement
• Support the implementation of AI-driven automation to ensure AI-driven automation and data intelligence are leveraged for efficiency
• Manage programs that improve case resolution workflows , reducing CSM workload and increasing customer satisfaction
• Advocate for customer-centric innovation , working cross-functionally to align Axon’s product roadmap with customer needs
• Lead cross-functional collaboration efforts , ensuring that Product, Success, and Sales teams work in sync on adoption strategies
• Serve as a thought leader within Axon and the broader Customer Success community, sharing insights, hosting roundtables, and leading enablement initiatives

Preferred Qualifications

Strong familiarity with Salesforce, Gainsight, and Quip , with a preferred understanding of Sigma, Power BI, and Tableau

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