Customer Success Manager, Axon 911

Axon is on a mission to Protect Life, creating a platform that combines modern 911 infrastructure with AI technology. The Customer Success Manager will be responsible for ensuring customer satisfaction and promoting the usage of Carbyne's technology through account management, operational activities, and customer engagement.

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

Requirements:

• Proven experience as a Customer Success Manager within the SaaS tech industry
• Experience in generating training materials and executing training sessions on-site/remotely
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Passionate about building lasting customer relationships
• Ability to think strategically and lead
• Customer service orientation
• Comfortable speaking in front of large groups
• Willingness to travel up to 30% of the time for client visits
• Proven customer success experience is within SaaS company serving public safety