Vice President, Customer Success

SHPE Houston; Atlanta (GA); Hybrid; USD 250,000 - 420,000; Full time

Job summary

Axon is seeking a Vice President of Customer Success to lead a ~100-person organization serving U.S. Public Safety customers. You will define the world-class CS model, scale processes, and partner with Sales, Product, Support, and Marketing to drive adoption and outcomes.

The role requires deep SaaS experience, a customer-first leadership style, and a track record of transforming or scaling large CS teams. Travel 30-40% and direct engagement with customers and field teams are expected.

Qualifications

• 15+ years in CS or related leadership.
• Experience scaling a CS org with multiple directors.
• SaaS product adoption and retention expertise.
• Strong cross-functional leadership and strategic execution.

Responsibilities

• Lead a ~100-person Customer Success org across multiple offices.
• Shape a world-class CS operating model, metrics and playbooks.
• Partner with Sales, Product and Support to drive adoption and outcomes.
• Engage directly with customers and field teams to gather insights.

Skills

Leadership

SaaS Expertise

Customer Success

Cross-functional Collaboration

Operations Experience

Tools

Salesforce

Gainsight

Job description

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

As Vice President of Customer Success at Axon, you will lead one of the most important teams in our business: an approximately 100-person Customer Success organization supporting U.S. Public Safety customers.

Our Customer Success team has built deep customer relationships, navigated complex challenges, and become a critical partner to agencies using Axon's growing portfolio of products. As Axon continues to scale, this team is ready for its next stage of maturity.

Your mandate is to build on that strong foundation and transform how we operate at scale. You will spend meaningful time with customers and our teams in the field, deeply understand their experience, and translate what you learn into better processes, clearer operating rhythms, stronger product adoption, and more proactive customer engagement.

This role requires both strategy and execution. We are looking for a leader who can define what world-class Customer Success looks like at Axon—and then roll up their sleeves to build the processes, systems, talent, and accountability required to deliver it.

Customer Success should be the bridge between what our customers purchase and the value they ultimately experience: driving adoption, strengthening relationships, anticipating risk, managing escalations, and ensuring we deliver a consistently exceptional customer experience.

What You'll Do

Location: Axon Hub - Scottsdale, Boston, Seattle, Atlanta, or New York

Travel Requirements: 30-40%

Reports to: Executive Vice President, US Public Safety Sales

Direct Reports: 6-10 Directors, Senior Managers, and Managers of Customer Success

Lead & Develop the Organization

• Lead and develop an approximately 100-person Customer Success organization through a team of Directors, Senior Managers, and Managers
• Build a strong leadership bench with clear expectations, accountability, coaching, and succession planning
• Establish career paths and performance standards that help our people grow and our strongest talent thrive
• Create a culture that combines customer obsession, ownership, high performance, and teamwork
• Ensure leaders stay close to their teams and customers while building the structure required to operate effectively at scale

Know Our Customers

• 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 the outcomes our customers are trying to achieve
• Ensure Customer Success represents the voice of the customer across Axon
• Build mechanisms to identify customer risk, adoption gaps, and emerging issues before they become escalations
• Turn recurring customer feedback and challenges into systemic improvements

Transform How We Operate

• Assess our existing Customer Success processes and determine what should be preserved, improved, standardized, automated, or rebuilt
• Create clear and repeatable processes for customer health, account planning, adoption, escalations, risk management, and executive engagement
• Define the right operating rhythms, KPIs, dashboards, and accountability across the organization
• Improve how we use Salesforce, Gainsight, product usage data, NPS, CSAT, and Voice of Customer signals to manage the business
• Build scalable playbooks while maintaining the flexibility required to serve complex public safety customers
• Identify where responsibilities or customer experiences fall between teams and drive cross-functional solutions
• Own the Customer Success budget, headcount strategy, and organizational design as the business grows

Drive Adoption & Customer Outcomes

• Make product adoption and realized customer value core measures of Customer Success
• Build programs that help customers successfully adopt Axon's expanding portfolio of products
• Partner with Product to identify adoption barriers and prioritize improvements based on customer feedback and data
• Establish proactive customer engagement models based on customer health, complexity, risk, and opportunity
• Define and measure success across adoption, retention, customer health, NPS, and other key customer outcomes

Lead Cross-Functionally

• Serve as the executive Customer Success partner to Sales, Product, Support, Marketing, and other teams across Axon
• Partner closely with US Public Safety Sales leadership on customer strategy, adoption, risk, retention, and expansion
• Lead through influence when solving customer problems that span multiple organizations
• Bring structure and clear decision-making to complex cross-functional issues
• Present customer trends, risks, performance, and recommendations to Axon's executive leadership

What You Bring

• 15+ years of progressive Customer Success, Customer Experience, Customer Operations, or related leadership experience
• Experience leading a large, multi-layered customer-facing organization, including managing Director-level leaders
• A track record of successfully transforming or scaling a Customer Success organization, including building the processes and operating systems required for the next stage of growth
• Significant SaaS experience and a strong understanding of product adoption, customer health, retention, recurring-revenue models, with multiple different SaaS product lines.
• A customer-first leadership style and a genuine desire to spend time directly with customers and frontline teams
• Strong operational skills-you know how to turn strategy into processes, metrics, accountability, and execution
• Experience designing customer segmentation, engagement models, playbooks, and operating cadences at scale
• Proven ability to use customer and product data to identify risk, improve adoption, and prioritize action