Customer Success Partner I

Axon is on a mission to Protect Life, focusing on critical safety and justice issues through their ecosystem of devices and cloud software. The Customer Success Partner I will support Customer Success Managers by providing operational support, managing workflows, and ensuring customer satisfaction through effective communication and issue resolution.

Responsibilities:

• Act as a critical support partner to CSMs, ensuring they have the information and tools to manage accounts effectively
• Be the subject matter expert for contract knowledge across the organization, assisting with research and clarifications
• Track customer adoption, usage, and training outcomes, providing data and insights that enable CSMs to demonstrate value
• Support QBRs and business reviews by preparing impact metrics and account summaries
• Manage small to medium-sized cross-functional programs/projects in direct support of Customer Success
• Own a queue of incoming issues ranging from invoice discrepancies to deployment modifications, resolving or routing efficiently
• Manage execution of customer equipment warranty programs and refresh cycles, ensuring timelines and commitments are met
• Support CSMs and customers with Return Merchandise Authorization (RMA) cases, coordinating resolution across internal teams
• Develop internal process documentation and recommend improvements to streamline operations
• Produce accurate, timely reporting on project/program status and customer progress
• Support onboarding by ensuring delivery scope, timelines, and customer expectations are clearly documented
• Assist with rollout planning for new cohorts, training sessions, or product launches
• Partner with marketing and training teams to help coordinate webinars, calls, and educational resources
• Act as an internal customer advocate and quarterback for escalations, coordinating with Support, Professional Services, Legal, or Product as needed
• Resolve customer order-related issues by quarterbacking across cross-functional stakeholders (e.g., Sales Ops, Finance, Fulfillment) to ensure timely outcomes
• Act as a liaison for customers on Commercial Operations and Finance-related needs, ensuring inquiries are routed and resolved effectively
• Flag early signs of customer dissatisfaction or risks, ensuring proactive follow-up with CSMs
• Funnel customer insights to CSMs, Product, and cross-functional stakeholders
• Act as a liaison between Sales, Professional Services, Support, and Customer Success to ensure alignment
• Provide recommendations and best practices that help CSMs and customers achieve their goals