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About the Role
Lead one of the most important teams in the business, an approximately 100-person Customer Success organization supporting U.S. Public Safety customers. Transform how the team operates at scale by building processes, systems, talent, and accountability to deliver world-class Customer Success. Drive adoption, strengthen relationships, anticipate risk, manage escalations, and ensure a consistently exceptional customer experience.
Responsibilities
- Lead and develop an approximately 100-person Customer Success organization through a team of Directors, Senior Managers, and Managers.
- Build a strong leadership bench with clear expectations, accountability, coaching, and succession planning.
- Establish career paths and performance standards that help people grow and strongest talent thrive.
- Create a culture that combines customer obsession, ownership, high performance, and teamwork.
- Ensure leaders stay close to their teams and customers while building the structure required to operate effectively at scale.
- Spend significant time in the field with customers and CSMs to deeply understand the customer experience.
- Build trusted executive relationships with strategic customers and serve as an escalation point when needed.
- Develop a deep understanding of Axon's products, customer workflows, and the outcomes customers are trying to achieve.
- Ensure Customer Success represents the voice of the customer across Axon.
- Build mechanisms to identify customer risk, adoption gaps, and emerging issues before they become escalations.
- Turn recurring customer feedback and challenges into systemic improvements.
- Assess existing Customer Success processes and determine what should be preserved, improved, standardized, automated, or rebuilt.
- Create clear and repeatable processes for customer health, account planning, adoption, escalations, risk management, and executive engagement.
- Define the right operating rhythms, KPIs, dashboards, and accountability across the organization.
- Improve how Salesforce, Gainsight, product usage data, NPS, CSAT, and Voice of Customer signals are used to manage the business.
- Build scalable playbooks while maintaining the flexibility required to serve complex public safety customers.
- Identify where responsibilities or customer experiences fall between teams and drive cross-functional solutions.
- Own the Customer Success budget, headcount strategy, and organizational design as the business grows.
- Make product adoption and realized customer value core measures of Customer Success.
- Build programs that help customers successfully adopt Axon's expanding portfolio of products.
- Partner with Product to identify adoption barriers and prioritize improvements based on customer feedback and data.
- Establish proactive customer engagement models based on customer health, complexity, risk, and opportunity.
- Define and measure success across adoption, retention, customer health, NPS, and other key customer outcomes.
- Serve as the executive Customer Success partner to Sales, Product, Support, Marketing, and other teams across Axon.
- Partner closely with US Public Safety Sales leadership on customer strategy, adoption, risk, retention, and expansion.
- Lead through influence when solving customer problems that span multiple organizations.
- Bring structure and clear decision-making to complex cross-functional issues.
- Present customer trends, risks, performance, and recommendations to Axon's executive leadership.
Requirements
- 15+ years of progressive Customer Success, Customer Experience, Customer Operations, or related leadership experience.
- Experience leading a large, multi-layered customer-facing organization, including managing Director-level leaders.
- A track record of successfully transforming or scaling a Customer Success organization, including building the processes and operating systems required for the next stage of growth.
- Significant SaaS experience and a strong understanding of product adoption, customer health, retention, recurring-revenue models, with multiple different SaaS product lines.
- A customer-first leadership style and a genuine desire to spend time directly with customers and frontline teams.
- Strong operational skills—ability to turn strategy into processes, metrics, accountability, and execution.
- Experience designing customer segmentation, engagement models, playbooks, and operating cadences at scale.
- Proven ability to use customer and product data to identify risk, improve adoption, and prioritize action.
- Demonstrated success leading change across Sales, Product, Support, and other functions.
- Strong executive communication skills and the ability to create clarity, alignment, and action across diverse stakeholders.
- Ability to move comfortably between a customer meeting, a leadership coaching conversation, a process-design session, and an executive business review.
- Experience owning significant budgets, headcount planning, and organizational design.
- High ownership, sound judgment, curiosity, and comfort operating in a fast-paced and sometimes ambiguous environment.
- Ability to travel approximately 30–40% to spend time with customers, teams, and Axon offices.
- All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures.
- Employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.
Skills
- Customer Success
- Customer Experience
- Customer Operations
- Leadership
- SaaS
- Product Adoption
- Customer Health
- Retention
- Recurring Revenue Models
- Operational Skills
- Process Design
- Metrics
- Accountability
- Execution
- Customer Segmentation
- Engagement Models
- Playbooks
- Operating Cadences
- Data Analysis
- Change Management
- Executive Communication
- Cross-functional Collaboration
- Budget Management
- Headcount Planning
- Organizational Design
- Salesforce
- Gainsight
Location
- Scottsdale
- Boston
- Seattle
- Atlanta
- New York
Work Type
- Hybrid
Experience Level
- 15+ years of progressive Customer Success, Customer Experience, Customer Operations, or related leadership experience
- Experience leading a large, multi-layered customer-facing organization, including managing Director-level leaders
- Experience transforming or scaling a Customer Success organization
- Significant SaaS experience
Education Level
- Bachelor's degree or higher
- MBA a plus
Salary/Compensations
- $171,000—$273,600 USD
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
- Employee Resource Groups (ERGs)
- Snacks in offices
About the Company
- Axon is on a mission to Protect Life.
- Axon is exploring society’s most critical safety and justice issues with its ecosystem of devices and cloud software.
- Life at Axon is fast-paced, challenging and meaningful.
- Axon is a total compensation company, meaning compensation is made up of base pay and commission targets.
- Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment.
- Axon will never ask you to pay for any part of the hiring process, including training, equipment, or background checks.
- Axon does not make job offers via text message, WhatsApp, or instant messaging platforms without a formal interview process.
- All legitimate job openings are listed on our official careers page at https://www.axon.com/careers.
Equal Opportunity
- We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion.
- We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work.
- If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email recruitingops@axon.com.
- Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways.
- We collect personal information from applicants to evaluate candidates for employment.
- You may request access, deletion, or exercise other CCPA rights at axongreenhousesupport@axon.com or via our Axon Privacy Web Form.