Director, Customer Success

Scottsdale, AZ, United States

Join Axon and be a Force for Good.

At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.

Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.

Your Impact

As a Director within Axon’s Customer Success organization, you will lead a team of Strategic Customer Success Managers that manage Axon’s largest customers. In addition to coaching and developing your team members on a regular basis, you will be a key strategic leader in identifying opportunities that will increase the business and financial impact of your team & work cross-functionally to develop and execute new programs that carry out that vision. Axon’s Customer Success team is growing rapidly and you will be a key member of the leadership team, helping shape the future of a world-class Customer Success organization.

What You’ll Do

Location: Phoenix, Arizona (remote)

Reports to: Senior Director of Customer Success

Direct Reports: 7-9 Strategic Customer Success Managers

Develop strategic programs to increase adoption/customers satisfaction/NPS, identifying risks and opportunities within the team’s customer portfolio

Build customer relationships and act as an escalation point for items that may put customers at risk. Monitor ongoing customer risk and effectively navigate internal resources for resolution

Exhibit operational rigor & strong communication surrounding reporting of team KPIs, tracking to goals and overall status updates to senior leadership

Cast the vision and hold team members accountable to achieving set goals and metrics

Establish and track individual CSM career development goals through IDPs with quarterly reviews and career pathing- effectively recruiting, developing and retaining top talent

Maintain and foster excellent cross functional relationships throughout the Axon ecosystem with frequent check ins with internal partners (sales, customer loyalty, marketing, and product)

What You Bring

Bachelor’s degree or higher

6+ years of relevant work experience within customer success, sales, or account management

3+ years of previous management and leadership experience in a similar role

A good understanding of the SaaS customer journey, customer onboarding, account management (Salesforce, Gainsight and SaaS experience a plus)

Track record of implementing processes that promote operational efficiencies or solve known issues

Proven ability to hit and exceed a measurable goal (NPS, adoption, ARR)

General knowledge of project management practices and procedures a plus

Proven track record of cross-functional collaboration with emphasis on communicating customer feedback to internal partners

Ability to demonstrate increased revenue through Customer Success-related tasks

Demonstrated ability to leverage qualitative data to identify areas for improvement and implement positive outcomes

Benefits That Benefit You

Competitive salary and 401k with employer match

Discretionary paid time off

Paid parental leave for all

Medical, Dental, Vision plans

Fitness Programs

Emotional & Mental Wellness support

Learning & Development programs

And yes, we have snacks in our offices

Benefits listed herein may vary depending on the nature of your employment and the location where you work

Don’t meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.

Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Important Notes

The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.

Some roles may also require legal eligibility to work in a firearms environment.

Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.

We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email [email protected]. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.

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