Customer Success Manager

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Establish long-term, strategic relationships with major clients

• Comprehend customers’ workflows, organizational structures, and requirements

• Act as the primary point of contact for customers and share best practices

• Assist customers in reaching operational objectives utilizing Axon products

• Provide customer insights to shape internal product roadmaps and initiatives

• Serve as a project manager, product expert, and consultant

• Foster trusted relationships with command staff, procurement, and training leads

• Conduct executive business reviews and discuss annual ROI

• Oversee customer onboarding, timelines, delivery scope, key contacts, and success criteria

• Facilitate communication between Sales, Professional Services, Support, and customers

• Identify issues, dissatisfaction, and resource deficiencies

• Enhance product understanding and ensure effective implementation in customer settings

• Develop success plans and document progress towards objectives and outcomes

• Monitor product adoption and usage metrics

• Assist in planning rollouts for new cohorts or use cases

• Conduct training webinars and calls in collaboration with marketing and training teams

• Share industry best practices to address customer needs

• Coordinate high-impact issue escalations across Support, Professional Services, Legal, and Product

• Prepare accounts for renewals and identify upselling/cross-selling opportunities

• Collect and channel customer feedback to Product teams

• Engage with customers through regular calls, business reviews, and daily interactions

⛳️ Requirements

• Bachelor’s degree or equivalent professional experience

• Bilingual in Portuguese and English

• Over 5 years of experience in a customer-facing role

• More than 3 years of experience working with enterprise-level clients

• Strong project management skills with a proven method for tracking multiple customer requests, issues, and strategic initiatives

• Documented success in driving process improvements within large organizations

• Prior experience in tracking product adoption and customer engagement using data-analysis tools

• Self-driven, team-oriented, responsible, and focused on surpassing customer expectations

• Outstanding organizational, presentation, and communication skills, both verbal and written

• Proven ability to adapt to change and thrive in high-pressure situations

• Some positions may require legal eligibility to work in a firearms environment

🏝️ Benefits

• Travel commitment: 25-35%

• Axon employees are encouraged to report safety concerns and activities that may impact the environment

• Equal opportunity employer dedicated to diversity, equity, and inclusion

• Disability or special-needs accommodations available during the application or recruitment process