Director, Customer Success Majors

Overview

Director, Customer Success – Axon

Your Impact:
The Director of Customer Success leads strategy and partnership across Axon’s most critical and complex customers. You influence the customer success manager team, shape product strategy and partner cross‑functionally to deliver measurable outcomes.

• Own the health, outcomes, and retention of a portfolio of strategic enterprise customers.
• Set clear success criteria tied to adoption, operational impact, and long‑term value.
• Lead executive business reviews focused on outcomes, ROI, and continuous improvement.
• Build trusted executive relationships and act as senior connector between Customer Success, Sales, Professional Services, Support, Product, and Legal.
• Coach, develop and hold a high‑performing team of Customer Success Managers.
• Drive adoption, training effectiveness, and operational outcomes through data and customer insights.
• Partner with Sales to identify expansion opportunities and support renewals.

This role requires deep customer empathy, strong judgment, and the ability to operate in ambiguity. You will guide customers through operational change, mentor Customer Success Managers at various levels within the team, and serve as a senior voice of the customer to shape Axon’s products, services, and strategy. You don’t manage accounts—you own outcomes.

• Bachelor’s degree or equivalent experience.
• 8+ years in customer‑facing roles, with 5+ years supporting enterprise or strategic customers.
• 3+ years of people leadership experience, including coaching and performance management.
• Proven ability to lead complex, multi‑stakeholder customer relationships at the executive level.
• Strong operational, project management, and prioritization skills.
• Experience using data to drive adoption, retention, and measurable customer outcomes.
• Exceptional executive communication and presentation skills.

Base Pay Range: $163,875 – $262,200 USD.

• Competitive salary and 401(k) 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.
• Snacks in the office.

Axon is an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. All employees must be aware of and committed to the appropriate regulations and policies. We commit to hiring the best talent regardless of protected characteristics.

Bellevue, WA 1 day ago