Vice President, Customer Success

The role

You will lead a 100-person Customer Success organization supporting U.S. Public Safety customers. You will transform operations at scale by building processes, systems, and talent to drive product adoption and customer engagement.

What you will do

• Lead and develop a 100-person Customer Success organization through a team of Directors, Senior Managers, and Managers
• Build a leadership bench with clear expectations, accountability, coaching, and succession planning
• Spend time in the field with customers and CSMs to understand the customer experience
• Build trusted executive relationships with strategic customers and serve as an escalation point
• Assess and transform existing Customer Success processes, systems, and operating rhythms
• Define and measure success across adoption, retention, customer health, and NPS
• Partner with Sales, Product, Support, and Marketing teams
• Own the Customer Success budget, headcount strategy, and organizational design
• Build programs to help customers adopt Axon's expanding portfolio of products
• Present customer trends, risks, and performance to executive leadership

Required qualifications

• 15+ years of progressive Customer Success, Customer Experience, Customer Operations, or related leadership experience
• Experience leading a large, multi-layered customer-facing organization, including managing Director-level leaders
• Track record of successfully transforming or scaling a Customer Success organization
• Significant SaaS experience with understanding of product adoption, customer health, retention, and recurring-revenue models
• Experience designing customer segmentation, engagement models, playbooks, and operating cadences at scale
• Proven ability to use customer and product data to identify risk and improve adoption
• Demonstrated success leading change across Sales, Product, and Support functions
• Experience owning significant budgets, headcount planning, and organizational design
• Bachelor's degree or higher

Nice to have

• Experience with Salesforce and Gainsight or similar platforms
• MBA

Benefits

• Competitive salary
• 401k 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
• Employee Resource Groups (ERGs)
• Snacks in our offices

Before you apply

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

About the company

Axon is on a mission to Protect Life using an ecosystem of devices and cloud software. The company pursues critical safety and justice issues through its products.