Axon
About the Role
The Director, Customer Success – Majors role at Axon sits at the intersection of customer strategy, organizational change, and product optimization. Axon’s mission is to Protect Life, and the Customer Success team is responsible for the long‑term health, retention, and expansion of Axon’s most complex and mission‑critical enterprise customers.
Key Responsibilities
Own the health, outcomes, and retention of a portfolio of strategic enterprise customers. Set clear success criteria tied to adoption, operational impact, and long‑term value. Make decisions with a bias for action while maintaining disciplined follow‑through and stepping in decisively during moments of risk, ambiguity, or escalation. Establish and maintain executive‑level relationships with agency leadership, command staff, and senior stakeholders; lead executive business reviews focused on outcomes, ROI, and continuous improvement—not status updates. Lead, coach, and develop a team of Customer Success Managers supporting enterprise customers; set expectations, success metrics, and accountability aligned to Axon’s customer‑first culture. Ensure customers fully understand deployment scope, timelines, and success criteria; oversee customer success plans that drive adoption, training effectiveness, and operational outcomes. Serve as the senior connector between Customer Success, Sales, Professional Services, Support, Product, and Legal; advocate for customers internally while balancing scalability and long‑term product strategy. Proactively identify early warning signs of friction, disengagement, or adoption risk; own and lead critical escalations, aligning internal teams and driving resolution. Prepare accounts for successful renewals by clearly demonstrating outcomes and ROI; partner with Sales to identify expansion opportunities aligned to customer goals. Collect, synthesize, and elevate customer feedback across product, services, and support; represent the customer perspective in internal leadership discussions; translate feedback into action that improves customer experience and product outcomes.
Qualifications
Bachelor’s degree or equivalent experience. 8+ years in customer‑facing roles, with 5+ years supporting enterprise or strategic customers. 3+ years of people leadership experience, including coaching and performance management. Proven ability to lead complex, multi‑stakeholder customer relationships at the executive level. Strong operational, project management, and prioritization skills. Experience using data to drive adoption, retention, and measurable customer outcomes. Demonstrated ability to influence cross‑functional teams without direct authority. Exceptional executive communication and presentation skills. Sound judgment, resilience, and effectiveness in high‑pressure, ambiguous situations.
Benefits
Competitive salary and 401k with employer match. Discretionary paid time off. Paid parental leave for all employees. Medical, Dental, Vision plans. Fitness Programs. Emotional & Mental Wellness support. Learning & Development programs. Snacks in the office.
Compensation
Base Pay Range: $171,000 – $273,600 USD. The starting base pay for this role is between USD 142,500 in the lowest geographic market and USD 228,000 in the highest geographic market. Compensation includes base pay, bonus, and stock awards. To see more details on our benefits offerings please visit www.axon.com/careers/benefits.
Equal Opportunity & EEO Statement
Axon is 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. If you have a disability or special need that requires assistance or accommodation during the application or recruiting process, please email recruitingops@axon.com. This email address is for accommodation purposes only; Axon will not respond to inquiries for other purposes.
Privacy & Contact
We collect personal information from applicants to evaluate candidates for employment. You may request access, deletion, or exercise other CCPA rights at axongreenhousesupport@axon.com or via our Axon Privacy Web Form. For more information, please see the Your California Privacy Rights section of our Applicant and Candidate Privacy Notice.
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The Director, Customer Success – Majors role at Axon sits at the intersection of customer strategy, organizational change, and product optimization. Axon’s mission is to Protect Life, and the Customer Success team is responsible for the long‑term health, retention, and expansion of Axon’s most complex and mission‑critical enterprise customers.
Key Responsibilities
Own the health, outcomes, and retention of a portfolio of strategic enterprise customers. Set clear success criteria tied to adoption, operational impact, and long‑term value. Make decisions with a bias for action while maintaining disciplined follow‑through and stepping in decisively during moments of risk, ambiguity, or escalation. Establish and maintain executive‑level relationships with agency leadership, command staff, and senior stakeholders; lead executive business reviews focused on outcomes, ROI, and continuous improvement—not status updates. Lead, coach, and develop a team of Customer Success Managers supporting enterprise customers; set expectations, success metrics, and accountability aligned to Axon’s customer‑first culture. Ensure customers fully understand deployment scope, timelines, and success criteria; oversee customer success plans that drive adoption, training effectiveness, and operational outcomes. Serve as the senior connector between Customer Success, Sales, Professional Services, Support, Product, and Legal; advocate for customers internally while balancing scalability and long‑term product strategy. Proactively identify early warning signs of friction, disengagement, or adoption risk; own and lead critical escalations, aligning internal teams and driving resolution. Prepare accounts for successful renewals by clearly demonstrating outcomes and ROI; partner with Sales to identify expansion opportunities aligned to customer goals. Collect, synthesize, and elevate customer feedback across product, services, and support; represent the customer perspective in internal leadership discussions; translate feedback into action that improves customer experience and product outcomes.
Qualifications
Bachelor’s degree or equivalent experience. 8+ years in customer‑facing roles, with 5+ years supporting enterprise or strategic customers. 3+ years of people leadership experience, including coaching and performance management. Proven ability to lead complex, multi‑stakeholder customer relationships at the executive level. Strong operational, project management, and prioritization skills. Experience using data to drive adoption, retention, and measurable customer outcomes. Demonstrated ability to influence cross‑functional teams without direct authority. Exceptional executive communication and presentation skills. Sound judgment, resilience, and effectiveness in high‑pressure, ambiguous situations.
Benefits
Competitive salary and 401k with employer match. Discretionary paid time off. Paid parental leave for all employees. Medical, Dental, Vision plans. Fitness Programs. Emotional & Mental Wellness support. Learning & Development programs. Snacks in the office.
Compensation
Base Pay Range: $171,000 – $273,600 USD. The starting base pay for this role is between USD 142,500 in the lowest geographic market and USD 228,000 in the highest geographic market. Compensation includes base pay, bonus, and stock awards. To see more details on our benefits offerings please visit www.axon.com/careers/benefits.
Equal Opportunity & EEO Statement
Axon is 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. If you have a disability or special need that requires assistance or accommodation during the application or recruiting process, please email recruitingops@axon.com. This email address is for accommodation purposes only; Axon will not respond to inquiries for other purposes.
Privacy & Contact
We collect personal information from applicants to evaluate candidates for employment. You may request access, deletion, or exercise other CCPA rights at axongreenhousesupport@axon.com or via our Axon Privacy Web Form. For more information, please see the Your California Privacy Rights section of our Applicant and Candidate Privacy Notice.
#J-18808-Ljbffr