VP, Customer Success — Public Safety at Scale

SHPE Houston; Boston, Northern (MA, KY); Hybrid; USD 205,000 - 328,000; Full time

Benefits offered by this job

Competitive salary & 401k

Paid time off

Parental leave

Medical, Dental, Vision plans

Fitness programs

Wellness support

Learning & Development

ERGs

Snacks in offices

Job summary

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.

Responsibilities

• 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.

Skills

Leadership experience

SaaS experience

Executive communication

Cross-functional leadership

Budgeting

Education

Bachelor's degree or higher

MBA a plus

Tools

Salesforce

Gainsight

Job description

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.