Vice President, Customer Success

SHPE Houston; Boston, Northern (MA, KY); Hybride; USD 205 000 - 328 000; Plein temps

Avantages offerts par ce poste

Competitive salary & 401k

Paid time off

Parental leave

Medical, Dental, Vision plans

Fitness programs

Wellness support

Learning & Development

ERGs

Snacks in offices

Résumé du poste

Axon is seeking a Vice President of Customer Success to lead a ~100-person CS organization supporting U.S. Public Safety customers. You will transform how we operate at scale, spending time with customers and field teams to turn insights into better processes and proactive engagement.

Responsibilities include building scalable playbooks, joining cross-functional leadership, and defining metrics and dashboards. A strong SaaS background and executive communication are essential.

Qualifications

• 15+ years in Customer Success or related leadership roles.
• Experience leading a large, multi-layered customer-facing organization.
• Proven track record of scaling CS orgs and implementing processes.
• Significant SaaS experience with product adoption and retention.
• Customer-first leadership style with hands-on field time.
• Strong ops skills: turn strategy into processes and metrics.

Responsabilités

• Lead and develop a ~100-person CS organization.
• Build leadership bench with clear expectations and succession plans.
• Drive customer relationships and executive engagements.
• Define operating rhythms, KPIs, dashboards, and accountability.
• Collaborate with Sales, Product, Support and Marketing to align strategy.

Connaissances

Leadership experience

SaaS experience

Executive communication

Cross-functional leadership

Budgeting

Formation

Bachelor's degree or higher

MBA a plus

Outils

Salesforce

Gainsight

Description du poste

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
• Demonstrated success leading change across Sales, Product, Support, and other functions
• Strong executive communication skills and the ability to create clarity, alignment, and action across diverse stakeholders
• Ability to move comfortably between a customer meeting, a leadership coaching conversation, a process-design session, and an executive business review
• Experience owning significant budgets, headcount planning, and organizational design
• High ownership, sound judgment, curiosity, and comfort operating in a fast-paced and sometimes ambiguous environment
• Experience with Salesforce and Gainsight or similar platforms is a plus
• Bachelor's degree or higher; MBA a plus
• Ability to travel approximately 30-40% to spend time with customers, teams, and Axon offices

This team has already built something incredibly important at Axon. We are looking for a leader who respects that foundation, sees the opportunity ahead, and is excited to work alongside the team to build the next generation of Customer Success-more proactive, more scalable, more data-driven, and even more deeply connected to our customers and the outcomes they depend on Axon to deliver.

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.

Axon is a total compensation company, meaning compensation is made up of base pay and commission targets. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit https://www.axon.com/careers.

Base Pay Range

$205,200-$328,320 USD

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.

Important Notes

The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, and working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.

Some roles may also require legal eligibility to work in a firearms environment.

We collect personal information from applicants to evaluate candidates for employment. You may request access, deletion, or exercise other CCPA rights at [e-mail] or via the Axon Privacy Web Form. For more information, please see the Your California Privacy Rights section of the Applicant and Candidate Privacy Notice.

Axon's mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon's impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.

We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We're committed to hiring the best talent - regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances - and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email [e-mail]. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.