Customer Success Manager

Axon; Canada; On-site; CAD 74,000 - 119,000; Full time

Job summary

A tech company is looking for a Customer Success Manager in Canada to develop strategic partnerships with enterprise clients. You will be the main point of contact, helping clients optimize their use of products and addressing their operational needs. The role requires expertise in project management, effective communication, and data analysis skills, aiming to elevate customer experience. Compensation ranges from $74,250 to $118,800 CAD, reflecting commitment to a diverse workforce.

Benefits

Bonus structure

Stock awards

Comprehensive benefits

Qualifications

• 5+ years’ working in a customer-facing role and 3+ years working with Enterprise-level customers.
• Strong project management skills to track multiple customer requests and issues.
• Proven track record of leading process improvements within large organizations.

Responsibilities

• Builds trusted partnerships with command staff, procurement, and training leads.
• Acts as a liaison between Sales, Professional Services, Support, and the customer.
• Collects feedback on product usability, training effectiveness, support responsiveness.

Skills

Project management

Customer-facing skills

Data analysis

Communication skills

Organizational skills

Education

Bachelor’s degree or equivalent work experience

Job description

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.

Your Impact

• The Customer Success Manager will work with Axon’s larger customers to build long-term, strategic partnerships. You will work closely with your clients to understand their workflows, organizational structures and overall requirements. As their main point of contact, your customers will lean on you to provide best practices and to help them achieve their operational goals through the use of Axon’s products.
• You will also work closely with multiple cross-functional teams by providing invaluable insight into customers’ needs and challenges, helping influence and guide internal product roadmaps and projects.
• As someone that wears multiple hats, from project management to product expert to consultant, you will continually be focused on making your customers more efficient and more confident within their daily workflows.

What You’ll Do

Location: Canada (West Coast)

Reports to: Manager, Customer Success

Travel: 40%

• Relationship Management
• Builds trusted partnerships with command staff, procurement, and training leads.
• Facilitates executive business reviews (QBRs, annual ROI conversations).
• Sets the tone for the partnership and develops trusted relationship with customer.
• Ensures the customer understands timelines, delivery scope, key contacts.
• Translates deployment goals into success criteria (e.g., officer adoption, training outcomes).
• Internal Alignment
• Acts as a liaison between Sales, Professional Services, Support, and the customer.
• Ensures Professional Services deliverables align with broader customer goals.
• Flags any early signs of friction, dissatisfaction, or resource gaps.
• Prepares the path for smooth transition from deployment to adoption phase.
• Develops a deep understanding of Axon’s product line and ensures proper implementation in every customer’s environment.
• Creates success plans for your customers and documents customer progress toward established goals and results.
• Drives usage insights (e.g., reports on activations, training compliance, policy impact).
• Supports rollout planning for new cohorts or use cases.
• Coordinates with Axon’s marketing and training teams to conduct regular training webinars and calls.
• Learn and share industry best practices in order to solve customer needs.
• Not a first-line support agent, but ensures high-impact issues are addressed cross-functionally.
• Coordinates with Support, PS, Legal, or Product if needed.
• Manages escalations closely, acting as the quarterback for all critical issues and ensuring multiple internal teams are aligned.
• Prepares the account for renewal discussions by demonstrating impact.
• Flags upsell/cross-sell opportunities to Sales (e.g., body-worn cameras, Fusus, VR training).
• Voice of the Customer (VoC)
• Collects feedback on product usability, training effectiveness, support responsiveness.
• Funnels feedback to Product teams to influence roadmap or services.
• Engages with your customers through regular calls, business reviews and daily needs.

What You Bring

• Bachelor’s degree or equivalent work experience
• 5+ years’ working in a customer-facing role and 3+ years working with Enterprise-level customers
• Strong project management skills with a proven system for tracking multiple customer requests, issues and strategic plans
• A proven track record of leading process improvements within large organizations
• Previous experience tracking product adoption and customer engagement through data-analysis tools
• Self-motivated, team-oriented, responsible, and focused on exceeding customer expectations
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Demonstrated ability to deal with change and excel in high-stress situations

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 www.axon.com/careers/benefits.

Base Pay Range

$74,250 - $118,800 CAD

Axon is an equal opportunity employer. We are committed to building diverse teams that reflect the communities we serve.

Disclosures and legal notices and additional application forms have been removed from this refined job description to focus on the role, responsibilities, and qualifications.