Customer Success Manager

Responsibilities

The Customer Success Manager builds strategic partnerships with enterprise clients to ensure successful product adoption and operational goal achievement. They act as a central liaison between customers and internal teams to manage escalations, drive usage, and influence product roadmaps.

Requirements

Candidates must have a bachelor's degree and at least 5 years of experience in a customer-facing role, including 3 years with enterprise-level clients. Strong project management, data analysis, and communication skills are essential for success in this high-stress environment.

Skills

• Customer Success
• Relationship Management
• Project Management
• Strategic Partnerships
• Data Analysis
• Product Adoption
• Communication Skills
• Presentation Skills
• Process Improvement
• Risk Identification
• Consulting
• Cross-functional Collaboration
• Executive Business Reviews
• Customer Onboarding
• Conflict Resolution

Benefits

• Stock awards
• Bonus
• Health support
• Financial support

About this role

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:

The Customer Success Manager will work Axon’s larger customers to build long-term, strategic partnerships. You will work closely with your clients to understand their workflows, organizational structures and overall requirements. As their main point of contact, your customers will lean on you to provide best practices and to help them achieve their operational goals through the use of Axon’s products.
You will also work closely with multiple cross-functional teams by providing invaluable insight into customers’ needs and challenges, helping influence and guide internal product road-maps and projects.
As someone that wears multiple hats, from project management to product expert to consultant, you will continually be focused on making your customers more efficient and more confident within their daily workflows.
What You'll Do
Location: Canada (West Coast)
Reports to: Manager, Customer Success
Travel: 25-35%
Relationship Management
Builds trusted partnerships with command staff, procurement, and training leads.
Facilitates executive business reviews (QBRs, annual ROI conversations).
Customer Onboarding & Expectation Management
Sets the tone for the partnership and develops trusted relationship with customer
Ensures the customer understands timelines, delivery scope, key contacts.
Translates deployment goals into success criteria (e.g., officer adoption, training outcomes).
Internal Alignment
Acts as a liaison between Sales, Professional Services, Support, and the customer.
Ensures Professional Services deliverables align with broader customer goals.
Risk Identification
Flags any early signs of friction, dissatisfaction, or resource gaps.
Prepares the path for smooth transition from deployment to adoption phase.
Adoption & Value Realization
Develops a deep understanding of Axon’s product line and ensure proper implementation in every customer’s environment
Create success plans for your customers and document customer progress toward established goals and results
Tracks product adoption
Drives usage insights (e.g., reports on activations, training compliance, policy impact).
Supports rollout planning for new cohorts or use cases.
Work closely with Axon’s marketing and training teams to conduct regular training webinars and calls
Learn and share industry best practices in order to solve customer needs
Issue Escalation & Coordination
Not a first-line support agent, but ensures high-impact issues are addressed cross-functionally.
Coordinates with Support, PS, Legal, or Product if needed.
Manage escalations closely, acting as the quarterback for all critical issues and ensuring multiple internal teams are aligned
Renewals & Expansion Enablement
Prepares the account for renewal discussions by demonstrating impact.
Flags upsell/cross-sell opportunities to Sales (e.g., body-worn cameras, Fusus, VR training).
Voice of the Customer (VoC)
Collects feedback on product usability, training effectiveness, support responsiveness.
Funnels feedback to Product teams to influence roadmap or services.
Engage with your customers through regular calls, business reviews and daily needs
What You Bring
Bachelor's degree or equivalent work experience
5+ years’ working in a customer-facing role and 3+ 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
Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit https://www.axon.com/careers.
Base Pay Range
$74,250—$118,800 CAD
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 eligibi...

About Axon

Public Safety · 1,001-5,000 employees · headquartered in Scottsdale, AZ