Product Customer Success Manager- Vehicle Intelligence Boston, Massachusetts, Bos

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.

Department: Customer Success / Customer Success Services

Reports to: Director, Customer Success Services

Location: This role can be based out of any of the Axon offices, nationally and follows a hybrid schedule. We rely on in-person collaboration and ask that team members work onsite Tuesdays through Fridays, with the flexibility to work remotely on Mondays, unless there is an approved workplace accommodation. We believe that connection fuels innovation, and our in-office culture is designed to foster meaningful teamwork, mentorship, and shared success.

At Axon, our mission is to protect life, capture truth, and accelerate justice. The Customer Success Services (CSS) team is here to simplify, amplify, and scale Axon’s Customer Success impact. We provide expert guidance, education, and operational support to drive product adoption, optimize workflows, and enhance operational efficiency—ensuring standout customer and CSM experiences.

The Product Customer Success Manager (PCSM) for Vehicle Intelligence is a product-focused, customer-facing role that drives scalable product engagement, community development, and long-term adoption of Axon’s in-car and fixed-location vehicle technology solutions—including Axon Outpost, Lightpost, Fleet systems, ALPR, and future Vehicle Intelligence capabilities
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As the product expert within Customer Success, the PCSM leads digital and in-person engagement programs, strengthens our reference and champion network, and ensures customers achieve transformative outcomes with Axon's Vehicle Intelligence ecosystem.

You’ll design structured adoption strategies, build thriving customer communities, and deliver high-value product experiences through office hours, round tables, user groups, and digital education. You will work cross-functionally with CSMs, Product, Sales, and Marketing to guide customers along the path to full product value and advocacy—at scale.

Lead the planning and execution of adoption initiatives and engagement programs for all Vehicle Intelligence products.

Design and deliver structured customer engagement anchors such as:

• Product Office Hours
• Digital User Forums
• Regional User Groups

Build and strengthen the product-specific POC network, capturing key customer roles such as supervisors, administrators, and strategic operational users.

Lead the Vehicle Intelligence Product User Group experience across virtual and in-person formats, enabling customer collaboration, best practice exchange, and product feedback.

Develop scalable digital engagement strategies that guide customers from onboarding through advanced usage and advocacy.

Identify, engage, and elevate customers into product champions across Vehicle Intelligence.

Cultivate a strong network of referenceable agencies for Outpost, Lightpost, Fleet, ALPR, and future platform products.

Facilitate peer-to-peer learning, spotlight programs, and customer storytelling opportunities.

Own and resolve Tier 4 product support cases, delivering expert-level troubleshooting and advanced problem solving.

Manage escalations with clarity, urgency, and a focus on restoring value and confidence.

Serve as the go-to expert for high-complexity adoption barriers and technical challenges across Vehicle Intelligence solutions.

Develop and maintain product landing pages, content hubs, and digital user forums to support scalable learning and engagement.

Collaborate with Marketing and the Product team to…