Head of Customer Success — Scale, Strategy & Adoption

Axon Enterprise; New York (NY); On-site; USD 171,000 - 274,000; Full time

Benefits offered by this job

Competitive salary and 401k with.emloy

Discretionary paid time off

Paid parental leave for all

Fitness Programs

Emotional & Mental Wellness support

Employee Resource Groups (ERGs)

Snacks in our offices

Job summary

Axon Enterprise is seeking a transformative Customer Success leader to shape and scale a world-class CS organization in the United States. The role requires strategic vision and hands-on execution to build processes, systems, talent, and governance that deliver exceptional customer outcomes at scale.

You will manage a large, multi-layered team, drive adoption and health metrics, and partner with Sales, Product, Support, and Marketing to align on customer value.

Qualifications

• 15+ years in Customer Success or related leadership roles.
• Experience leading large, multi-layered customer-facing teams.
• Proven track record of scaling CS organizations.
• Strong SaaS product adoption and retention focus.

Responsibilities

• Define world-class Customer Success vision and operating model.
• Lead ~100-person CS org with Directors and Managers.
• Build processes, dashboards, and KPIs across teams.
• Partner with Sales, Product, Support and Marketing.
• Travel 30-40% to engage with customers and teams.

Skills

Executive leadership

SaaS experience

Customer success

Budgeting & headcount

Cross-functional collaboration

Executive-level communication

Education

Bachelor's degree or higher

MBA (preferred)

Tools

Salesforce

Gainsight

Job description

Axon Enterprise is seeking a transformative Customer Success leader to shape and scale a world-class CS organization in the United States. The role requires strategic vision and hands-on execution to build processes, systems, talent, and governance that deliver exceptional customer outcomes at scale.

You will manage a large, multi-layered team, drive adoption and health metrics, and partner with Sales, Product, Support, and Marketing to align on customer value.