Job Description

Axon is seeking a Director of Customer Success to lead a team managing their largest customers. This role focuses on strategic leadership, team development, identifying growth opportunities, and cross-functional collaboration to increase business and financial impact.

Responsibilities

• Build customer relationships and handle escalations
• Report on team KPIs and track goals
• Develop strategic programs to increase adoption and satisfaction
• Drive customer outcomes with a data-driven approach
• Hold team members accountable for KPIs and goals
• Communicate team progress to senior leaders
• Identify risk and opportunity within customer portfolio
• Develop CSM career paths
• Foster cross-functional relationships
• Monitor customer risk and manage escalations
• Build efficient processes

Requirements

• Bachelor’s degree or equivalent experience
• 6+ years of customer success, sales, or account management experience
• 3+ years of management/leadership experience
• Understanding of SaaS customer journey
• Experience with Salesforce, Gainsight a plus
• Experience with IoT or hardware products preferred
• Track record of implementing efficient processes
• Proven ability to meet/exceed goals (NPS, adoption, ARR)
• Project management knowledge a plus
• Cross-functional collaboration skills
• Ability to demonstrate revenue through Customer Success

Benefits

• No benefits