Senior Customer Success Manager, Prepared

Axon is on a mission to Protect Life, aiming to tackle critical safety and justice issues with their ecosystem of devices and cloud software. The Senior Customer Success Manager will ensure customer satisfaction, act as the primary contact for customers, and help them maximize the value of Axon's solutions and services, particularly in the public safety sector.

Responsibilities:

• Maintain and nurture strong, long-term relationships with customers by understanding their unique needs, challenges, and goals
• Serve as the voice of the customer within the organization, collaborating with product, support, and engineering teams to ensure customer feedback is integrated into future development
• Regularly check in with open customers to anticipate their needs, identify challenges, opportunities for expansion, and offer solutions to improve their experience
• Become a Prepared platform subject matter expert educating customers on the best ways to fully leverage all features to meet their operational needs
• Focus on customer retention by ensuring high satisfaction and identify opportunities for upselling or cross-selling additional solutions that can further enhance their outcomes
• Monitor customer usage metrics and proactively address any areas for improvement, ensuring customers are achieving their goals and adhering to best practices
• Triage and resolve customer issues in collaboration with the technical support team, providing prompt solutions and maintaining a positive customer experience
• Assist in refining and implementing the customer success strategy

Requirements:

• 5-7+ years in customer success, account management, or a related field responsible for customer retention and expansion, preferably in the SaaS or public safety industries
• Excellent written and verbal communication, with the ability to translate complex concepts into clear, actionable insights
• Strong analytical skills and the ability to creatively solve customer needs and drive product adoption
• Proven track record of fostering relationships with key decision-makers and stakeholders
• Comfortable working in a fast-paced startup environment with a willingness to adapt and grow alongside the company
• Ability to quickly learn and become proficient in new technologies and systems
• Passion for helping customers succeed, with a proactive and empathetic approach to addressing their needs
• Direct experience in the 911 space or at a company that supports 911 services (e.g., emergency call handling, dispatch technology, or related public safety communications systems)