Director of Customer Success

Summary

Join Axon's Customer Success organization as a Director, leading a team of Strategic Customer Success Managers responsible for Axon's largest clients. You will coach and develop your team, identify opportunities to increase business impact, and collaborate cross-functionally on new programs. This remote role, based in the U.S. and reporting to the VP of Enterprise Sales, requires strong leadership, operational rigor, and excellent communication skills. Axon offers a competitive salary, benefits, and opportunities for professional growth. The ideal candidate possesses extensive experience in customer success, sales, or account management, along with proven leadership and strategic planning abilities.

Requirements

• Bachelor’s degree or higher
• 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)
• 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 your team members on a regular basis
• Be a key strategic leader within the Customer Success organization
• Identify opportunities that will increase the business and financial impact of your team
• Work cross-functionally to develop and execute new programs that carry out that vision
• 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

Preferred Qualifications

General knowledge of project management practices and procedures

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