Senior Customer Success Manager II

Summary

Join Axon and become a Senior Customer Success Manager, building strategic partnerships with major clients. You will be the primary point of contact, guiding clients on best practices and helping them achieve operational goals using Axon's products. This role involves close collaboration with cross-functional teams, providing valuable customer insights to shape product development. You will manage customer success plans, address escalations, and conduct training. The position requires a Bachelor's degree or equivalent experience, 5+ years in a customer-facing role, and strong project management skills. Axon offers competitive benefits, including paid time off, parental leave, and various health and wellness programs.

Requirements

• Bachelor's degree or equivalent work experience
• 5+ years’ working in a customer-facing role and 2+ years working with Enterprise-level customers
• 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
• Previous experience tracking product adoption and customer engagement through data-analysis tools
• 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

• Engage with your customers through regular calls, business reviews and daily needs
• Monitor and manage adoption metrics to ensure customers are utilizing the full Axon platform
• Create success plans for your customers and document customer progress toward established goals and results
• Manage escalations closely, acting as the quarterback for all critical issues and ensuring multiple internal teams are aligned
• Communicating major milestones and updates to Sr. Leadership on a regular basis
• Work closely with Axon’s marketing and training teams to conduct regular training webinars and calls
• Develop a deep understanding of Axon’s product line and ensure proper implementation in every customer’s environment
• Learn and share industry best practices in order to solve customer needs

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