About this role.
The Senior Customer Success Manager at Axon will manage strategic partnerships with Axon's largest customers, ensuring they achieve operational goals through effective use of Axon's products. This remote role (based in Utah, Montana, or Nevada) requires 30% travel and involves regular customer engagement, adoption monitoring, success planning, and escalation management. The position collaborates closely with cross-functional teams to influence product roadmaps and improve customer workflows. Candidates need 3-5+ years of customer-facing experience, including 2+ years with enterprise-level customers, plus strong project management and data analysis skills. Axon offers a competitive salary, 401k match, paid parental leave, and a fast-paced, mission-driven work environment.
Role DNA
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Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
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Core skills
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Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Senior Customer Success Manager position at Axon. With over 5 years of experience managing enterprise-level customer relationships and a strong track record of driving product adoption and strategic growth, I am confident in my ability to help your customers achieve their operational goals. My background includes developing success plans, leading quarterly business reviews, and managing complex escalations, all while collaborating with cross-functional teams to improve products and processes.
At my previous company, I was instrumental in increasing customer retention by 20% through proactive engagement and data-driven adoption strategies. I thrive in fast-paced, mission-driven environments and am passionate about building long-term partnerships that deliver measurable value. I am particularly drawn to Axon's mission to Protect Life and would be honored to contribute to your work.
Thank you for considering my application. I look forward to discussing how my experience and skills align with the needs of your team.
Sincerely, [Your Name]
Sample interview questions
In a previous role, I had a large customer who was considering cancellation due to low adoption. I scheduled a deep-dive discovery session to understand their workflow gaps, then created a tailored success plan with specific milestones. I coordinated with our training team to deliver customized webinars and worked with product management to address key feature requests. Over six months, adoption increased by 40%, and the customer renewed with an expanded contract.
I use a combination of CRM tracking and a prioritized escalation matrix. I first triage issues based on impact and urgency, then communicate clear ownership and timelines to all stakeholders. For strategic initiatives, I allocate dedicated time blocks weekly to ensure they don't get overshadowed by urgent issues. I also delegate operational tasks to appropriate team members when possible to maintain focus on high-value activities.
I track metrics such as login frequency, feature utilization, time-to-value, and completion rates of onboarding milestones. I also monitor health scores that combine usage, support tickets, and customer feedback. Using tools like Gainsight or Tableau, I create dashboards to identify trends and proactively engage customers who show declining adoption. This data-driven approach helps me tailor success plans and demonstrate ROI to executive stakeholders.
I would act as the voice of the customer by sharing insights from customer interactions and QBRs. I'd provide product managers with feature requests and pain points, support marketing with customer success stories for case studies, and partner with training to develop targeted enablement sessions. I'd also establish a cadence of regular cross-functional meetings to ensure alignment on customer goals and proactively address any gaps in service.
I thrive in remote environments and make relationship-building a priority. I schedule regular virtual check-ins with customers and internal stakeholders, using video calls to maintain personal connections. For in-person visits, I plan strategic trips around key QBRs, training sessions, or escalations to maximize impact. I also use collaboration tools like Slack and project management platforms to stay transparent and responsive, ensuring distance never hinders delivery.
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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