Customer Success Manager

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

📋 Description

• Develop long-term, strategic partnerships with Axon’s major clients.

• Gain a comprehensive understanding of customers’ workflows, organizational structures, and needs.

• Act as the primary customer contact and offer best practices advice.

• Assist customers in reaching their operational objectives using Axon’s products.

• Provide valuable customer insights to guide internal product roadmaps and initiatives.

• Serve as a project manager, product specialist, and consultant.

• Establish trusted relationships with command staff, procurement, and training leaders.

• Organize executive business reviews, quarterly business reviews (QBRs), and annual ROI discussions.

• Oversee customer onboarding, manage expectations, timelines, delivery scope, and success criteria.

• Act as a liaison between Sales, Professional Services, Support, and clients.

• Identify potential risks, friction points, customer dissatisfaction, and resource deficiencies.

• Create success plans, monitor product adoption, and record customer progress.

• Promote usage insights and assist in planning rollouts for new cohorts or use cases.

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

• Coordinate escalations for high-impact issues across Support, Professional Services, Legal, and Product teams.

• Prepare accounts for renewals and identify upsell/cross-sell opportunities for Sales.

• Gather and channel customer feedback to Product teams to shape roadmaps and services.

• Engage customers through consistent calls, business reviews, and daily interactions.

⛳️ Requirements

• Bachelor’s degree or equivalent work experience.

• 5+ years of experience in a customer-facing role.

• 3+ years of experience working with Enterprise-level clients.

• Strong project management abilities with a proven method for tracking multiple customer requests, issues, and strategic plans.

• A successful history of leading process improvements in large organizations.

• Prior experience monitoring product adoption and customer engagement using data analysis tools.

• Self-motivated, team-oriented, responsible, and dedicated to exceeding customer expectations.

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

• Proven capability to handle change and thrive in high-pressure situations.

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

🏝️ Benefits

• Base salary, bonus, and stock awards included in total compensation.

• Benefit options that support employees physically, financially, and emotionally.

• Accommodation assistance available during the application or recruitment process, if required.