Job Description

The Product Customer Success Manager (PCSM) is a product-focused, customer-facing role that drives scalable product engagement, community development, and long-term adoption of dedicated Axon products—specifically, our Connected Devices and Fusus solutions.

Responsibilities

• Lead product adoption and engagement initiatives
• Design and manage customer engagement programs
• Build and expand the product-specific POC network
• Lead Product User Group experience
• Develop strategies to guide customers through a digital journey
• Identify and elevate customers into product champions
• Cultivate a strong network of referenceable customers
• Facilitate peer-to-peer learning opportunities
• Own and resolve Tier 4 product support cases
• Manage product escalations
• Serve as the go-to expert for adoption roadblocks
• Develop and maintain product landing pages
• Collaborate with Marketing to align product communications
• Analyze customer usage and engagement data
• Support the development of automated adoption touchpoints
• Equip CSMs with product-specific enablement tools
• Partner with Product and Sales to ensure customer feedback is captured
• Participate in roadmap discussions
• Represent the customer voice across internal forums

Requirements

• 5+ years of experience in Customer Success or related fields
• Fusus product experience is required
• Ability to deliver compelling presentations
• Ability to lead digital and community-based engagement programs
• Experience managing complex support escalations
• Strong communication and facilitation skills
• Proficiency in Salesforce, familiarity with Gainsight, Jira, and Quip
• Data fluency
• Deep curiosity and a collaborative mindset
• Exceptional organizational, presentation, and written communication skills

Benefits

• No benefits