Axon
Senior Product Customer Success Manager, AI Automation
Seattle, Washington, United States
Join Axon and be a Force for Good. At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.
Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.
Reports to: Director, Customer Success Services Location: Remote – U.S. (Preferred: Central or Mountain Time Zone)
Travel: 20‑30%
Your Impact At Axon, we’re on a mission to protect life, capture truth, and accelerate justice. The
Customer Success Services (CSS)
team simplifies, amplifies, and scales Axon’s Customer Success impact. We drive product adoption, optimize workflows, and enable operational excellence across global customers.
As our first
Digital Customer Success Manager , you’ll pioneer the use of
Salesforce Agentforce and AI automation
to power intelligent, scalable Customer Success programs. This role brings together product expertise, digital engagement design, and AI‑driven operations to ensure every Axon customer experiences consistent, data‑informed success—at scale.
You’ll build the infrastructure that allows Axon’s Product Success teams to reach thousands of customers intelligently, using automation, predictive insights, and digital‑first success strategies.
What You’ll Do Lead Scaled Product Success Enablement
Implement and operationalize
Salesforce Agentforce
for Product Success, building the foundation for AI‑driven customer engagement and workflow automation.
Design and execute
scaled adoption programs
across AI Era and additional product lines.
Develop standardized
engagement templates, workflows, and metrics dashboards
to support proactive lifecycle management.
Build
digital product pathways
and automated playbooks that deliver tailored success content to customers.
Drive AI‑Powered Customer Engagement
Partner with Product Success Managers and CSMs to translate human‑led programs into
AI‑assisted digital experiences .
Collaborate with Product, Data, and Marketing to build
AI‑based insights dashboards
that power predictive outreach and adoption tracking.
Configure and manage
journey logic and engagement triggers
within SF Agentforce for timely, relevant customer interactions.
Pilot new AI engagement models that improve retention, adoption, and customer satisfaction.
Operationalize Scaled Programs Across Products
Create the
AI‑enabled Success Infrastructure
supporting all Axon products, starting with
AI Era .
Establish standard frameworks for
automated health alerts, digital check‑ins, and proactive success nudges.
Analyze adoption and engagement data to continuously improve automation logic and content effectiveness.
Increase efficiency by reducing manual workloads and driving system‑based engagement at scale.
Enable and Empower Internal Teams
Train Product Success Managers and CSMs on AI and Salesforce Agentforce usage.
Build
enablement materials, process documentation, and success playbooks
for scaled programs.
Partner with Product Engineering, Product Marketing, and Customer Success teams to align messaging, content, and customer insights.
Represent the CSS team in AI enablement design and innovation discussions.
What You Bring
6+ years
of experience in Customer Success, Program Management, or Scaled Enablement in a SaaS or hardware/software environment
Proficiency in
Salesforce ; familiarity with
SF Agentforce, Einstein, or similar AI/automation tools
preferred
Demonstrated success building scalable, data‑driven workflows that enhance adoption and reduce manual effort
Understanding of Axon’s
AI Era
and
Draft One
products, or strong ability to quickly learn complex SaaS solutions
Excellent project management and cross‑functional collaboration skills with Product, Engineering, and various data teams
Analytical ability to interpret engagement and usage data and translate insights into actionable strategies
Exceptional communication, facilitation, and documentation skills—comfortable driving alignment across technical and non‑technical audiences
Self‑starter with curiosity, adaptability, and a passion for shaping the future of Customer Success
Preferred Qualifications
Experience with
Tableau ,
Gainsight ,
Jira , or
Quip
Prior involvement in implementing or scaling
AI or automation platforms
in a Customer Success or Product Operations function
Familiarity with customer journey mapping, digital success KPIs, and health score frameworks
Knowledge of Axon’s product ecosystem or public safety technology
Why Join Axon This role defines the future of Customer Success at Axon. You’ll help build a scalable, intelligent system that enables our teams to reach every customer proactively—combining the power of automation with the human insight that drives trust and adoption.
You’ll be part of a pioneering effort to connect
AI, automation, and product success —directly impacting customer outcomes and shaping how Axon delivers value at scale.
Benefits that Benefit You
Competitive salary and 401k with employer match
Discretionary paid time off
Paid parental leave for all
Fitness programs
Emotional & mental wellness support
And yes, we have snacks in our offices
The Pay: Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The starting base pay for this role is between USD 86,250 in the lowest geographic market and USD 138,000 in the highest geographic market. The actual base pay is dependent upon many factors, such as level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit
https://www.axon.com/careers/benefits .
Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The actual base pay is dependent upon many factors, such as level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit https://www.axon.com/careers/benefits (http://www.axon.com/careers/benefits) .
Base Pay Range
$99,188 - $158,700 USD
Don’t meet every single requirement? That’s okay. At Axon, we Aim Far. We think big with a long‑term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.
Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyway. You may be just the right candidate for this or other roles.
We are an equal‑opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email recruitingops@axon.com. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.
#J-18808-Ljbffr
Join Axon and be a Force for Good. At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.
Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.
Reports to: Director, Customer Success Services Location: Remote – U.S. (Preferred: Central or Mountain Time Zone)
Travel: 20‑30%
Your Impact At Axon, we’re on a mission to protect life, capture truth, and accelerate justice. The
Customer Success Services (CSS)
team simplifies, amplifies, and scales Axon’s Customer Success impact. We drive product adoption, optimize workflows, and enable operational excellence across global customers.
As our first
Digital Customer Success Manager , you’ll pioneer the use of
Salesforce Agentforce and AI automation
to power intelligent, scalable Customer Success programs. This role brings together product expertise, digital engagement design, and AI‑driven operations to ensure every Axon customer experiences consistent, data‑informed success—at scale.
You’ll build the infrastructure that allows Axon’s Product Success teams to reach thousands of customers intelligently, using automation, predictive insights, and digital‑first success strategies.
What You’ll Do Lead Scaled Product Success Enablement
Implement and operationalize
Salesforce Agentforce
for Product Success, building the foundation for AI‑driven customer engagement and workflow automation.
Design and execute
scaled adoption programs
across AI Era and additional product lines.
Develop standardized
engagement templates, workflows, and metrics dashboards
to support proactive lifecycle management.
Build
digital product pathways
and automated playbooks that deliver tailored success content to customers.
Drive AI‑Powered Customer Engagement
Partner with Product Success Managers and CSMs to translate human‑led programs into
AI‑assisted digital experiences .
Collaborate with Product, Data, and Marketing to build
AI‑based insights dashboards
that power predictive outreach and adoption tracking.
Configure and manage
journey logic and engagement triggers
within SF Agentforce for timely, relevant customer interactions.
Pilot new AI engagement models that improve retention, adoption, and customer satisfaction.
Operationalize Scaled Programs Across Products
Create the
AI‑enabled Success Infrastructure
supporting all Axon products, starting with
AI Era .
Establish standard frameworks for
automated health alerts, digital check‑ins, and proactive success nudges.
Analyze adoption and engagement data to continuously improve automation logic and content effectiveness.
Increase efficiency by reducing manual workloads and driving system‑based engagement at scale.
Enable and Empower Internal Teams
Train Product Success Managers and CSMs on AI and Salesforce Agentforce usage.
Build
enablement materials, process documentation, and success playbooks
for scaled programs.
Partner with Product Engineering, Product Marketing, and Customer Success teams to align messaging, content, and customer insights.
Represent the CSS team in AI enablement design and innovation discussions.
What You Bring
6+ years
of experience in Customer Success, Program Management, or Scaled Enablement in a SaaS or hardware/software environment
Proficiency in
Salesforce ; familiarity with
SF Agentforce, Einstein, or similar AI/automation tools
preferred
Demonstrated success building scalable, data‑driven workflows that enhance adoption and reduce manual effort
Understanding of Axon’s
AI Era
and
Draft One
products, or strong ability to quickly learn complex SaaS solutions
Excellent project management and cross‑functional collaboration skills with Product, Engineering, and various data teams
Analytical ability to interpret engagement and usage data and translate insights into actionable strategies
Exceptional communication, facilitation, and documentation skills—comfortable driving alignment across technical and non‑technical audiences
Self‑starter with curiosity, adaptability, and a passion for shaping the future of Customer Success
Preferred Qualifications
Experience with
Tableau ,
Gainsight ,
Jira , or
Quip
Prior involvement in implementing or scaling
AI or automation platforms
in a Customer Success or Product Operations function
Familiarity with customer journey mapping, digital success KPIs, and health score frameworks
Knowledge of Axon’s product ecosystem or public safety technology
Why Join Axon This role defines the future of Customer Success at Axon. You’ll help build a scalable, intelligent system that enables our teams to reach every customer proactively—combining the power of automation with the human insight that drives trust and adoption.
You’ll be part of a pioneering effort to connect
AI, automation, and product success —directly impacting customer outcomes and shaping how Axon delivers value at scale.
Benefits that Benefit You
Competitive salary and 401k with employer match
Discretionary paid time off
Paid parental leave for all
Fitness programs
Emotional & mental wellness support
And yes, we have snacks in our offices
The Pay: Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The starting base pay for this role is between USD 86,250 in the lowest geographic market and USD 138,000 in the highest geographic market. The actual base pay is dependent upon many factors, such as level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit
https://www.axon.com/careers/benefits .
Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The actual base pay is dependent upon many factors, such as level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit https://www.axon.com/careers/benefits (http://www.axon.com/careers/benefits) .
Base Pay Range
$99,188 - $158,700 USD
Don’t meet every single requirement? That’s okay. At Axon, we Aim Far. We think big with a long‑term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.
Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyway. You may be just the right candidate for this or other roles.
We are an equal‑opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email recruitingops@axon.com. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.
#J-18808-Ljbffr