Sr. Customer Success Manager - Central

Axon develops an ecosystem of safety and justice devices and cloud software with a mission to Protect Life. The Senior Customer Success Manager will build strategic partnerships with larger customers, drive product adoption and operational success, manage escalations, and provide customer insights to cross-functional teams.

Responsibilities:

• Engage with your customers through regular calls, business reviews and daily needs
• Monitor and manage adoption metrics to ensure customers are utilizing the full Axon platform
• Create success plans for your customers and document customer progress toward established goals and results
• Manage escalations closely, acting as the quarterback for all critical issues and ensuring multiple internal teams are aligned
• Communicating major milestones and updates to Sr. Leadership on a regular basis
• Work closely with Axon’s marketing and training teams to conduct regular training webinars and calls
• Develop a deep understanding of Axon’s product line and ensure proper implementation in every customer’s environment
• Learn and share industry best practices in order to solve customer needs

Requirements:

• Location: Remote from Utah, Montana or Nevada
• Travel: 30%
• Bachelor's degree or equivalent work experience
• 3-5+ years' working in a customer-facing role and 2+ years working with Enterprise-level customers
• Strong project management skills with a proven system for tracking multiple customer requests, issues and strategic plans
• A proven track record of leading process improvements within large organizations
• Previous experience tracking product adoption and customer engagement through data-analysis tools
• Self-motivated, team-oriented, responsible, and focused on exceeding customer expectations
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Demonstrated ability to deal with change and excel in high-stress situations