Customer Success Manager, Carbyne

Axon is on a mission to Protect Life, focusing on critical safety and justice issues through their devices and cloud software. They are seeking a Customer Success Manager to enhance user value and promote the usage of Carbyne's technology, ensuring customer satisfaction and operational excellence.

Responsibilities:

• Serve as the lead point of contact for any and all matters specific to our customers
• Develop trusted relationships with decision-makers, key personnel, and IT staff
• Engage in a high-touch communication model with customers on a regular basis, based on Carbyne's best practices
• Clearly communicate product usage and analytics on a quarterly or as needed basis to the relevant stakeholders
• Work closely with internal teams to present, meet, and exceed customer expectations and perceptions
• Identify and track enhancement requests for future features and functionality
• Advocate for customer success and adoption
• Partner with Carbyne's sales team to develop a plan for customer success and expansion to achieve growth goals
• Identify upsell opportunities and communicate any potential risks that would threaten renewal
• Master Carbyne's products to promote customer adoption and usage, communicating the most relevant features/functionality for their specific business needs
• Enhance the effectiveness and efficiency of operational processes and systems
• Develop and implement customer success policies and procedures
• Identify and implement strategies to improve customer satisfaction and product adoption
• Understand various post-sale adoption methods and devise ways to measure and improve customer onboarding and handoff experience