Senior Customer Success Manager (Remote-U.S.) at Axon

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Travel: 30-40%
Location: Remote anywhere in the United States
Your Impact: The Senior 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.
Your Day-to-Day:
  • 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
Basic Qualifications:
  • Bachelor's degree
  • 5+ years' working in a customer-facing role and 2+ years working with Enterprise-level customers
  • Experience working in Law Enforcement or with Law Enforcement 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
Compensation and Benefits:
  • Competitive salary and 401K with employer match
  • Discretionary paid time off
  • Robust parental leave policy
  • An award-winning office/working environment
  • Ride along with police officers to see them use our technology and get inspired
  • And more...
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Technology we use

  • Engineering
    • C#Languages
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • TypescriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • gRPCLibraries
    • ThriftLibraries
    • Node.jsFrameworks
    • KubernetesFrameworks
    • KurentoFrameworks
    • AkkaFrameworks
    • VertxFrameworks
    • GraphQLFrameworks
    • CassandraDatabases
    • MySQLDatabases
    • RedisDatabases
    • KafkaDatabases

Location

Downtown Seattle: easy opportunities to get outside, enjoy south lake union, popular bars & restaurants, workouts, multiple transportation options

An Insider's view of Axon

What’s the vibe like in the office?

Healthy work environment, tons of snacks and drinks, laid back attitudes with performance aspirations. I am astounded at the culture that has been grown here.

Beth

Sales

What does your typical day look like?

There isn't one person who isn't passionate about the work the company is doing. Whenever there might be a slow or grueling day/project, you quickly become reminded of the importance of your work. Leadership cares about the employees, and ensures a healthy/fun environment. Values are well defined and drive the culture.

Suraya

Program Manager

How does the company support your career growth?

Co-workers care about your well being, and want to win together. Very strong company mission that makes it easy to buy into. Long established company that is entering a massive growth spurt. With massive change comes some uncertainty. But Axon has shown more proactive coaching and training than any company I've seen in my short tenure.

Cliff

Inside Sales

What is your vision for the company?

Our vision is bigger than just cameras or weapons. We're working every day to make the bullet obsolete. To make this a reality, we live and breathe six core values that serve as guiding principles: BE OBSESSED. AIM FAR. WIN RIGHT. OWN IT. JOIN FORCES. EXPECT CANDOR.

Rick Smith

CEO

What’s the vibe like in the office?

Fast-paced. Large company with a small company feel.
High decision velocities. Empowered, small, high-performance teams doing intellectually stimulating work with a purpose. It’s a great combination of doing good and doing well.

Sahil

Finance

What are Axon Perks + Benefits

Axon Benefits Overview

We take care of your health, mental & physical wellbeing, paid parental leave. In fact, we believe that mental health is even more important now. All Axon employees have 24/7 access to on-demand therapists, coaches, or psychotherapists via the Ginger platform. They can access help when they need it, privately with licensed professionals.

All Axon employees have access to: Real-time behavioral health coaching within seconds
* Virtual therapy & psychiatry sessions within hours that have been clinically proven to reduce symptoms of stress, anxiety, and depression
* Personalized skill-building activities curated by your coach

Also, we encourage you to take care of yourself, your families, and remind you to take breaks. We work hard, yes, but we want to sustain your health, creativity, and drive.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Axon hosts company sponsored family events annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Orca Pass
Company Outings
Star Wars premiere movie night, annual Grand Canyon trip, summer time BBQ's and much more!
Game Room
Stocked Kitchen
Happy Hours
Monthly happy hours and town hall meetings with leadership
Relocation Assistance
Fitness Subsidies
GymPass discounts
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available

Additional Perks + Benefits

plus --> financial wellness programs, locker rooms & showers, discounted entertainment tickets, discount mobile phone plans, stocked fridge & pantry, embedded customer learning, annual company trip.

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