About this role.
Axon is seeking a Senior Customer Success Manager to build long-term strategic partnerships with large customers, ensuring they achieve operational goals using Axon's products. The role involves managing adoption metrics, creating success plans, handling escalations, and collaborating with cross-functional teams. The ideal candidate has 3-5+ years of customer-facing experience, strong project management skills, and a track record of process improvements. This position is remote from Utah, Montana, or Nevada with 30% travel. Axon offers competitive compensation, including base pay, bonus, stock awards, and benefits like paid parental leave and 401k matching.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
5/5Autonomy Level
5/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
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Cover letter sample
Dear Hiring Team,
I am excited to apply for the Senior Customer Success Manager position at Axon. With over 4 years of experience managing enterprise customer relationships and a track record of driving product adoption and customer satisfaction, I am confident in my ability to build strategic partnerships and deliver value to your clients. My strong project management skills and ability to handle escalations align with Axon's fast-paced environment.
I look forward to contributing to Axon's mission to Protect Life.
Sincerely,
[Your Name]
Sample interview questions
At my previous company, a client was at risk of canceling due to unresolved technical issues. I took ownership, coordinated with engineering and support teams, provided daily updates, and resolved the issue within 48 hours, resulting in a renewed contract.
I use analytics tools like Gainsight and Salesforce to monitor usage metrics, log-in frequency, and feature adoption. I set thresholds for alerts and schedule regular check-ins with underperforming accounts to address concerns proactively.
I conduct quarterly business reviews to align on goals, provide insights on product roadmap, and share industry best practices. I also ensure I understand their workflows and challenges to tailor solutions that drive mutual value.
I streamlined the onboard process by creating a standardized success plan template and automating follow-up emails, reducing ramp time by 30% and increasing early-stage adoption.
I admire Axon's mission of protecting life through innovative technology. The opportunity to work with a mission-driven team in a fast-paced environment and contribute to public safety is highly motivating. I also value the commitment to employee growth and collaboration.
Join Axon and be a Force for Good.
At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.
Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.
Your Impact
The Senior Customer Success Manager will work Axon’s larger customers to build long-term, strategic partnerships. You will work closely with your clients to understand their workflows, organizational structures and overall requirements. As their main point of contact, your customers will lean on you to provide best practices and to help them achieve their operational goals through the use of Axon’s products.
You will also work closely with multiple cross-functional teams by providing invaluable insight into customers’ needs and challenges, helping influence and guide internal product road-maps and projects.
As someone that wears multiple hats, from project management to product expert to consultant, you will continually be focused on making your customers more efficient and more confident within their daily workflows.
What You’ll Do
What You’ll Do
Location: Remote from Utah, Montana or Nevada
Reports to: SR. Manager, Customer Success
Travel: 30%
- 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
What You Bring
- Bachelor’s degree or equivalent work experience
- 3-5+ 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
Benefits that Benefit You
- 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)
- And yes, we have snacks in our offices
Benefits listed herein may vary depending on the nature of your employment and the location where you work.
Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit https://www.axon.com/careers.
Don’t meet every single requirement? That’s ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.
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. You may be just the right candidate for this or other roles.
Important Notes
The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.
Some roles may also require legal eligibility to work in a firearms environment.
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. For more information, please see the Your California Privacy Rights section of our Applicant and Candidate Privacy Notice.
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. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.
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. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.
Phishing alert: Axon will never ask you to pay for any part of the hiring process, including training, equipment, or background checks. We do 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. If you receive a suspicious offer or outreach from an email address that is not @axon.com, or if you are asked for sensitive personal information (bank details, Social Security Number) prematurely, please ignore the message and report it to recruitingops@axon.com.
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