Senior Customer Success Manager, Prepared

Axon is on a mission to Protect Life, focusing on critical safety and justice issues with their ecosystem of devices and cloud software. As a Senior Customer Success Manager, you will ensure customer satisfaction and drive long-term success by acting as the primary contact for customers, helping them maximize the value of Axon's solutions and services.

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, tailoring

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)