Strategic Customer Success Manager

Join Axon and be a Force for Good.

Boston, Massachusetts, United States;
Denver, Colorado, United States;
Seattle, Washington, United States

At Axon, we’re on a mission to Protect Life. We pursue society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change.

Our Enterprise segment is one of our fastest-growing areas. As a Strategic Customer Success Manager, Enterprise
, you will shape the customer experience, drive adoption, and expand Axon’s footprint within enterprise organizations. This is a high-visibility role where you will develop strategic relationships, solve complex challenges, and influence product innovation. You’ll have opportunities to lead enterprise customer strategies, work cross-functionally with top talent, and contribute to a dynamic, rapidly expanding team.

Location: Remote in the United States and within one hour of a major airport
Travel: 35–40%

• Develop and manage strategic success plans for a portfolio of enterprise customers, driving adoption, engagement, and value realization.
• Act as a trusted advisor, proactively identifying opportunities to expand usage of Axon’s platform and ensuring customers achieve their desired outcomes.
• Track and analyze adoption metrics to assess customer health, implementing data-driven strategies to improve retention and mitigate risks.
• Own and drive complex customer escalations, coordinating cross-functional teams to achieve rapid and effective resolution.
• Provide regular business reviews and communicate key milestones, impact metrics, and opportunities to both customers and internal senior leadership.
• Collaborate with internal teams—including Product, Sales, and Support—to advocate for customer needs, shaping Axon’s roadmap and offerings.
• Lead customer enablement through training webinars, best practices sharing, and proactive guidance on product adoption.
• Maintain CRM hygiene (e.g. Success Plans, Health Scores) to enable data-driven decision-making.
• Develop scalable success playbooks, mentor junior team members, and contribute to the continuous improvement of Customer Success processes.

• Bachelor’s degree or equivalent experience.
• 5+ years in a customer-facing role, with at least 3 years managing enterprise-level customers in a Customer Success or Account Management capacity.
• Proven ability to develop and execute customer success strategies, driving adoption and retention at scale.
• Strong experience managing escalations and coordinating cross-functional teams to drive issue resolution.
• Data-driven mindset with experience using customer success platforms and strategic planning tools to track engagement, identify trends, and optimize the customer experience.
• Exceptional project management skills with a track record of balancing multiple priorities while delivering high-impact results.
• Demonstrated ability to influence customer decisions and internal strategy through data, insights, and relationship-building.
• Experience mentoring or coaching team members, contributing to process development, and driving best practices.
• Excellent communication, presentation, and relationship-building skills, with the ability to engage effectively at all levels of an organization.

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Fitness Programs
• Emotional & Mental Wellness support
• Snacks in offices

Axon is an equal opportunity employer. We are committed to building diverse teams that reflect the communities we serve.