Customer Success Manager, Western Canada

axon; United States; Remote; USD 52,000 - 83,000; Full time

Benefits offered by this job

Bonus program

Stock awards

Remote work

Job summary

Axon seeks a Customer Success Manager to build strategic relationships with large customers across Western Canada, guiding onboarding and adoption of complex products in day-to-day operations. You’ll coordinate delivery and issue resolution across internal teams and connect customer goals to measurable outcomes and future improvements.

You will lead business reviews, track product usage, and identify opportunities for training or broader rollout, while ensuring renewals by demonstrating value

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 5+ years in a customer-facing role, including 3+ years working with enterprise customers.
• Strong project management skills and ability to track multiple requests and strategic plans.
• Experience leading process improvements in large organizations and using data tools to monitor product adoption.

Responsibilities

• Develop trusted relationships with customer leaders, procurement contacts, and training teams; lead business reviews and discussions about outcomes and ROI.
• Set onboarding timelines and success measures; help customers move from deployment into adoption.
• Create customer success plans, track progress and product usage, and use adoption data to identify opportunities for training or broader rollout.
• Coordinate with sales, professional services, support, legal, and product teams so delivery aligns with customer priorities and high-impact issues are resolved.
• Identify risks such as dissatisfaction or resourcing gaps, manage escalations, and prepare accounts for renewals by demonstrating value.
• Gather customer feedback on product usability, training, and support, and share it with teams that shape products and services.

Skills

Project management

Communication skills

Data analysis

Collaboration

Education

Bachelor’s degree or equivalent

Tools

CRM tools

Data analytics platforms

Office suite

Job description

Role overview

Build strategic, long-term relationships with large customers across Western Canada, helping them use complex products effectively in their day-to-day operations. You’ll guide onboarding and adoption, coordinate delivery and issue resolution across internal teams, and connect customer goals and feedback to measurable outcomes and future improvements.

Responsibilities

• Develop trusted relationships with customer leaders, procurement contacts, and training teams; lead business reviews and discussions about outcomes and return on investment.
• Set clear expectations for onboarding, timelines, responsibilities, and success measures, then help customers move from deployment into adoption.
• Create customer success plans, track progress and product usage, and use adoption data to identify opportunities for training or broader rollout.
• Coordinate with sales, professional services, support, legal, and product teams so delivery aligns with customer priorities and high-impact issues are resolved.
• Identify risks such as dissatisfaction or resourcing gaps, manage escalations, and prepare accounts for renewals by demonstrating value.
• Gather customer feedback on product usability, training, and support, and share it with teams that shape products and services.

Requirements

• Bachelor’s degree or equivalent practical experience.
• At least five years in a customer-facing role, including three or more years working with enterprise customers.
• Strong project management skills and a reliable way to track multiple customer requests, issues, and strategic plans.
• Experience leading process improvements in large organizations and using data tools to monitor product adoption and customer engagement.
• Excellent organization, presentation, and written and verbal communication skills.
• Self-motivated, collaborative, and able to adapt and stay effective in high-pressure situations while focused on customer outcomes.

Benefits and work setup

• Remote role based on Canada’s West Coast, with an expected 25–35% travel.
• Compensation includes base pay, bonus, and stock awards; the stated base pay range is CAD $74,250–$118,800.
• Benefits are offered to support physical, financial, and emotional well-being.