Senior Customer Success Manager – Justice

This is a fully remote position, open to applicants in Arizona, +3 more states.

📋 Description

• Establish long-term, strategic relationships with Axon Justice’s key Prosecutor and Public Defender clients.

• Comprehend customer workflows, organizational frameworks, and specific needs.

• Act as the primary point of contact for customers and provide expert recommendations.

• Assist clients in reaching their operational objectives through Axon products.

• Offer customer insights that inform internal product roadmaps and initiatives.

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

• Track and manage adoption metrics for the Axon Justice platform.

• Develop success plans and document advancements towards goals and outcomes.

• Handle escalations and coordinate with internal teams on urgent issues.

• Communicate significant milestones and updates to senior leadership.

• Collaborate with marketing and training teams on webinars and calls.

• Acquire in-depth product knowledge and ensure proper implementation in customer settings.

• Share industry best practices to meet customer requirements.

• Collaborate with Sales to identify opportunities for growth and expansion.

⛳️ Requirements

• Extensive experience in the justice/legal field, preferably within Prosecutor or Public Defender offices.

• Comprehensive knowledge of discovery, digital evidence management, case management, motions and filings, courtroom procedures, and interactions with law enforcement.

• Experience working with prosecutors, defense attorneys, or other legal professionals is highly regarded.

• Demonstrated ability to effectively engage with justice stakeholders such as DAs, ADAs, PDs, and IT personnel.

• Familiarity with statutory deadlines, discovery disclosures, and ethical responsibilities.

• Strong project management skills with a reliable system for tracking multiple customer requests, issues, and strategic initiatives.

• Proven history of leading process enhancements within large organizations.

• Experience monitoring product adoption and customer engagement using data-analysis tools.

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

• Proven capability to navigate change and thrive in high-pressure environments.

• Bachelor’s degree or equivalent professional experience.

• Willingness and ability to travel 30–35% of the time.

🏝️ Benefits

• Competitive salary and 401k with employer matching.

• Discretionary paid time off.

• Paid parental leave for all employees.

• Medical, Dental, and Vision insurance plans.

• Fitness programs.

• Support for emotional and mental wellness.

• Learning and development opportunities.

• Employee Resource Groups (ERGs).

• Snacks provided in office locations.