Customer Success Executive

Overview

Join Axon and be a Force for Good. At Axon, we’re on a mission to Protect Life. We pursue safety and justice issues with our ecosystem of devices and cloud software. Life at Axon is fast-paced, challenging and meaningful, with ownership and real impact.

• We are seeking a Customer Success Manager (CSM) who thrives in high-stakes environments, builds trust with executive-level stakeholders, and drives meaningful outcomes for our clients. This role serves as the primary partner for law enforcement and public safety customers, guiding onboarding, adoption, and ongoing success while balancing strategic relationship management with tactical project execution. The ideal candidate is consultative, assertive when needed, and capable of engaging with difficult personalities.
  
  They bring curiosity, resilience, and executive presence to every interaction, and they collaborate with cross-functional teams to gather customer insights and influence internal roadmaps. The role involves wearing multiple hats, from strategic advisor to project manager to product expert to consultant, focused on making customers more efficient and confident in their workflows.

Location: Remote (Ideally located in California).
Travel: 30-40%
Reports to: Director of Customer Success, Major Accounts

• Lead discovery sessions to uncover needs, challenges, and opportunities for success.
• Manage complex, multi-stakeholder projects from kickoff to completion with strategic project discipline to keep initiatives on track and within scope.
• Navigate and resolve challenging personalities and situations with professionalism, confidence, and diplomacy.
• Act as a strategic consultant, providing data-driven recommendations and guiding customers toward adoption best practices.
• Build and maintain relationships at the executive level, demonstrating credibility and influence.
• Drive retention and growth by identifying expansion opportunities and ensuring customers realize the full value of our solutions.
• Collaborate cross-functionally with Product, Engineering, Support, and Sales to advocate for customer needs.

• Tenacity and Urgency – relentless focus on driving customer outcomes.
• Consultative mindset – ability to ask the right questions and provide strategic guidance.
• Assertiveness – confidence to set boundaries and steer conversations toward solutions.
• Executive presence – polished communicator capable of engaging senior leaders.
• Project management expertise – strong organizational skills managing complex projects.
• People management – emotional intelligence and resilience in high-pressure interactions.
• Curiosity – drive to learn and explore new solutions for customers.
• Law enforcement knowledge – understanding of public safety workflows and environments.
• Formal CSM background – proven experience with measurable impact on retention and growth.
• Discovery skills – ability to uncover hidden pain points through structured conversations.
• Confidence – poised and effective in high-stakes discussions.

Experience

• 5+ years in Customer Success, Account Management, or related client-facing roles.
• Experience with law enforcement, public safety, or highly regulated industries preferred.
• Some sales experience preferred.
• Training or certification in Customer Success, Account Management, or Project Management a plus.
• Excellent communication, negotiation, and presentation skills.
• Ability to travel as needed for customer engagements.

• Competitive salary and 401(k) with employer match
• Discretionary paid time off
• Paid parental leave for all
• Medical, dental, vision plans
• Fitness programs
• Emotional and mental wellness support
• Learning and development programs
• Snacks in offices

The job description is subject to change at any time. Some roles may require eligibility to work in a firearms environment.

Axon is an equal opportunity employer committed to diversity and inclusion. If you require accommodation during the application process, please email  This email is for accommodation purposes only.