Head of Customer Success — Scale & Adoption

Axon; Atlanta (GA); Hybrid; USD 180,000 - 280,000; Full time

Benefits offered by this job

401k with employer match

Paid time off

Parental leave

Fitness programs

Wellness support

ERGs

Snacks in offices

Job summary

Axon seeks a Vice President of Customer Success to lead a ~100-person CS organization supporting U.S. Public Safety customers. You’ll own strategy, processes, and field engagement to drive adoption and value.

In this role you’ll partner with Sales, Product, Support, and Marketing; travel 30–40% to customer sites and Axon offices, coaching leaders, shaping playbooks, and delivering scalable, data-driven customer outcomes at scale.

Qualifications

• 15+ years of progressive Customer Success or related leadership experience.
• Experience leading a large, multi-layered customer-facing organization.
• SaaS experience with product adoption and retention.
• Customer-first leadership style with direct customer time.
• Strong operational skills to translate strategy into processes.
• Experience designing scalable playbooks and operating cadences.
• Ability to travel 30–40%.

Responsibilities

• Lead and develop an approximately 100-person CS organization.
• Build leadership bench with clear expectations, accountability, coaching, and succession planning.
• Establish career paths and performance standards that help our people grow.
• Create a culture that combines customer obsession, ownership, high performance, and teamwork.
• Ensure leaders stay close to their teams and customers while building scalable structures.
• Spend significant time in the field with customers and CSMs to deeply understand the customer experience.
• Build trusted executive relationships with strategic customers and serve as an escalation point when needed.
• Develop a deep understanding of Axon's products, customer workflows, and outcomes.
• Own the CS budget, headcount strategy, and organizational design as the business grows.

Skills

Customer Success

Leadership

Strategic planning

Cross-functional leadership

SaaS experience

Executive communication

Education

Bachelor's degree or higher

MBA a plus

Tools

Salesforce

Gainsight

Job description

Axon seeks a Vice President of Customer Success to lead a ~100-person CS organization supporting U.S. Public Safety customers. You’ll own strategy, processes, and field engagement to drive adoption and value.

In this role you’ll partner with Sales, Product, Support, and Marketing; travel 30–40% to customer sites and Axon offices, coaching leaders, shaping playbooks, and delivering scalable, data-driven customer outcomes at scale.