Customer Success Specialist

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.

As a Customer Success Specialist, you will help protect life by supporting our UK and Australian customers so they get value from Axon every day. You will own inbound cases and customer requests, work within clear playbooks, and help resolve issues quickly—building a strong foundation in customer success s role is ideal if you want to start your CS career in a mission‑driven company, with a path to grow into owning customer relationships and adoption.

Location: London, Hybrid
Reports to: Senior Director, Customer Success
Direct Reports: None

• Execute assigned customer success tasks with attention to detail, following defined procedures and playbooks.
• Handle inbound customer inquiries and case management for UK and Australian accounts, focusing on SMB and Mid‑ customers.
• Triage and respond to customer issues reliably; escalate to the right internal resources when needed and track through to resolution.
• Support adoption and value realization by completing assigned activities (e.g. follow‑up, logging, light outreach) as directed by the UK/Australia CS team.
• Maintain accurate and timely records in Salesforce (e.g. tasks, activities, cases) and use CRM and customer success tools to support the team.
• Participate in onboarding and training of new team members and contribute to team learning and documentation.
• Use Microsoft Office Suite and, where applicable, AI tools (e.g. ChatGPT) to work efficiently and consistently.

• Relevant experience in customer success, customer support, account coordination, or a related client‑facing role; we prioritise relevant experience over specific education.
• At least 1–2 years of experience in a customer‑facing or operations role; entry‑level candidates with strong motivation and transferable skills are encouraged to apply.
• Basic proficiency in CRM (e.g. Salesforce) and standard productivity tools (Microsoft Office Suite); curiosity or experience with AI tools (e.g. ChatGPT) for productivity is a plus.
• Reliable execution: you follow plans created by others, complete assigned tasks on time, and seek guidance when you recognise an issue.
• Alignment with Axon’s mission and values: you connect with candor and care and want to contribute to a team that protects life and serves public safety customers.

Don’t meet every single requirement? That’s ok. At Axon, we Aim Far. We think big with a long‑term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.

Studies have shown that women and people of colour are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

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.

Axon’s mission is to Protect Life and is committed to the well‑being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they…