AfroTech 2026 Customer Success Manager

Remote; San Francisco (CA); Remote; USD 120,000 - 160,000; Full time

Benefits offered by this job

401k match

Paid time off (PTO)

Parental leave

Medical, dental, vision plans

Fitness programs

Wellness support

Learning & development

Job summary

Axon is seeking a Customer Success Manager II to build strategic, long-term partnerships with large customers. You will align with cross-functional teams to optimize workflows and adoption of Axon’s platform, while guiding product-roadmaps based on customer feedback. This remote role supports the Western or Eastern U.S.

with travel 30-40%. You’ll lead training webinars, manage escalations, and drive customer outcomes, balancing project management with product expertise to enhance efficiency and

Qualifications

• 5+ years in a customer-facing role with 2+ years handling enterprise customers.
• Strong PM skills with a track record of managing multiple requests and programs.
• Experience tracking product adoption and customer engagement through data analysis.

Responsibilities

• Engage with customers via regular calls, business reviews and daily needs.
• Monitor and manage adoption metrics to ensure full platform usage.
• Create success plans and document progress toward goals and results.
• Manage escalations and coordinate across internal teams.
• Communicate milestones to senior leadership.
• Collaborate with marketing and training to run regular webinars and calls.
• Develop product understanding and ensure proper implementation in customer environments.

Skills

Customer-facing experience

Enterprise-level clients

Project management

Process improvement

Data analysis

Communication skills

Adaptability

Education

Bachelor's degree or equivalent

Job description

2026 AfroTech Attendees

This opportunity is reserved for registered 2026 AfroTech attendees as part of Axon’s AfroTech recruiting experience. You must be attending AfroTech 2026 to apply through this posting.

Not attending AfroTech this year? We still want to hear from you. Explore current opportunities and find your place at Axon at axon.com/careers.

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.

Your Impact:
The Customer Success Manager II will work 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 road-maps 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: Remote from the Western or Eastern U.S.
Reports to: Manager, Customer Success
Travel: 30-40%

• Engage with your customers through regular calls, business reviews and daily needs
• Monitor and manage adoption metrics to ensure customers are utilizing the full Axon platform
• Create success plans for your customers and document customer progress toward established goals and results
• Manage escalations closely, acting as the quarterback for all critical issues and ensuring multiple internal teams are aligned
• Communicating major milestones and updates to Sr. Leadership on a regular basis
• Work closely with Axon’s marketing and training teams to conduct regular training webinars and calls
• Develop a deep understanding of Axon’s product line and ensure proper implementation in every customer’s environment
• Learn and share industry best practices in order to solve customer needs

What You Bring

• Bachelor's degree or equivalent work experience
• 5+ years’ working in a customer-facing role and 2+ 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

Benefits that Benefit You

• Competitive salary and 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)
• And yes, we have snacks in our offices

Benefits listed herein may vary depending on the nature of your employment and the location where you work.

Don’t meet every single requirement? That's ok. 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 anyways. You may be just the right candidate for this or other roles.