Sr. Director, Customer Success

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.

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.

Your Impact:

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

• People Leadership

• 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

• Customer Advocacy

• 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

• Team Buildout

• 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

• Bachelor’s degree or higher
• 10+ years of previous management leading a Large-Market or Strategic-level team
• Prior work experience in a SaaS environment
• Prior work building and scaling a team
• Proven track record of cross-functional collaboration, change management and establishing processes
• Prior experience with Salesforce and Gainsight platforms a plus
• Solid communication skills with internal & external stakeholders
• Ability to excel in a fast-paced, high growth business environment
• Exhibit a high degree of ownership
• Ability to analyze data and communicate findings to leadership
• Ability to accommodate customers and team members in different U.S. time zones
• Ability to travel to Axon Headquarters and customer locations as needed

Benefits That Benefit You

• Competitive salary and 401k with employer match

• Discretionary paid time off

• Paid parental leave for all

• Medical, Dental, Vision plans

• Fitness Programs

• 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.