FGB'ers gave this company a 4.7/5 in overall job satisfaction
FGB’ers working at Axon rated their manager’s support a 4.8/5
We combine unlimited PTO with flexible and remote work options to help employees to thrive and make time for the ones they love.
Axon managers, supported by 6 employee affinity groups, are dedicated to fostering a welcoming and supportive work environment.
Generous wellness and parental benefits: 20 weeks of leave & access to Weldon, an app that connects parents with child development experts
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.
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.
*Axon requires employees be vaccinated against COVID-19 as a condition of employment, unless a medical or religious accommodation is approved. As such, newly hired employees will be required to provide proof of their COVID-19 vaccination.
As a Senior Director within Axon’s Customer Success organization, you will lead a large team of Customer Success personnel that span Axon’s customer base. In addition to coaching and developing your team members on a regular basis, you will be a key strategic leader within the Customer Operations organization. You will thrive on identifying opportunities that will increase the business and financial impact of your team, and you work cross-functionally to develop and execute new programs that carry out that vision.
What You’ll Do
Location: Remotely from anywhere in the United States
Travel Requirements: 20-30%
Reports to: VP, Customer Operations
Direct Reports: 3
Oversee a team of Customer Success personnel
Conduct bi-weekly 1:1s and team meetings; provide feedback and coaching on an ongoing basis
Establish and track career development goals for individuals on the team, as well as team KPIs
Create and maintain succession plans across the team and work collectively to develop and retain talent across the organization
Continually analyze team metrics to determine team progress and wins and put plans into place to improve
Provide direction and leadership on execution of new team initiatives and workflows
Develop account plans, relationship-management strategies, and monthly/quarterly account plans
Engages and remediates customer escalations
Represents our customer priorities and interests with internal Axon stakeholders to build strategic roadmaps and direction
Assesses resourcing and tools required to delight customers an appropriately budgets for needs
Clearly understand and be able to articulate the customer journey with various Axon solutions
Utilizes a variety of inputs to develop customer first strategies and tactics from sources like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), ProductBoard, and Voice of Customer (VoC)
Strategic Thought Leadership
Create a long-term strategy with support and partnership from other stakeholders that supports the overall growth objectives of Axon
Instill proactive processes and initiatives that increase NPS, boost product adoption, increases customer retention and supports customers at the highest level. Set the strategic vision for the Customer Success team, create the road map for execution, and measure efforts & success
Create and maintain playbooks to standardize practices and maximize efficiency
Assist in shaping the future organizational design of Customer Success
Actively participate in the identification, recruiting, interviewing, onboarding, training, and ongoing engagement of team members
Collaboration and Partnership
Act as a key point of contact for marketing, sales product and customer support activities and programs
Monitor customer risk and serve as the point of contact for escalations
Communicate regularly with Axon’s executives to provide key insights, quarterly metrics, and suggestions for improving Customer Success across Axon’s entire customer-base
What You Bring
Benefits That Benefit You
Competitive salary and 401k with employer match
Discretionary paid time off
Paid parental leave for all
Medical, Dental, Vision plans
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
NOTE: 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.
Remote work policy
With over 26 years of advancing technology, Axon is dedicated to a bold and powerful mission to Protect Life and Obsolete the Bullet. Axon is the global leader of connected public safety technologies. We stand for protecting life, protecting truth, transparency, and accountability. Rick Smith founded Axon (formerly TASER International) following the deaths of two high ...