Description:
At Axon, we’re on a mission to protect life and make the world a safer place. As a fast-growing, global technology company, we are revolutionizing the way enterprises operate, and we want you to be a part of it. Our enterprise business is scaling rapidly, creating incredible opportunities to drive meaningful impact, shape industry standards, and grow your career in a dynamic, high-energy environment. As a Mid-Market Customer Success Manager, you’ll play a key role in ensuring our customers maximize the value of Axon’s cutting-edge solutions, helping them achieve their goals while positioning yourself for long-term success at an industry leader. If you’re passionate about innovation, thrive in a fast-paced setting, and want to be at the forefront of transformative technology, this is the opportunity for you.
What You’ll Do
Location: US-based Axon hub sites (Atlanta, Boston, Denver, San Francisco, Scottsdale, or Seattle metro areas)
Travel: 20%-30%
Reports to: Director, Customer Success
- Independently manage a large portfolio of mid-market customers, ensuring adoption, retention, and overall success.
- Execute customer success motions, including proactive problem-solving, adoption strategies, and value realization initiatives.
- Conduct regular customer check-ins, business reviews, and training webinars to drive engagement and ensure optimal product utilization.
- Develop and maintain customer success plans, tracking progress toward goals and key business outcomes.
- Serve as the primary point of contact for customer escalations, coordinating with internal teams to drive resolution.
- Monitor customer adoption metrics and leverage data insights to inform strategies and optimize the customer experience.
- Collaborate with internal stakeholders, including sales, product, and marketing teams, to advocate for customer needs and drive continuous improvement.
- Participate in the onboarding of new team members, sharing best practices and contributing to a culture of collaboration and innovation.
What You Bring
- Bachelor’s degree or equivalent experience.
- 2+ years of experience in a customer-facing role, preferably in customer success, account management, or consulting.
- Proven track record of managing customer relationships and delivering measurable business outcomes.
- Strong problem-solving and project management skills, with the ability to prioritize and manage multiple accounts effectively.
- Experience with customer success metrics, adoption methodologies, and tools for tracking engagement.
- Excellent communication, presentation, and relationship-building skills.
- Ability to work independently, exercise judgment within defined procedures, and drive long-term customer loyalty.
- Adaptability and resilience in a fast-paced, evolving environment.