VP of Customer Success, Axon 911

3M HEALTHCARE; New York (NY); On-site; USD 191,340 - 255,120; Full time

Benefits offered by this job

Competitive salary and 401k with employer match

Discretionary paid time off

Paid parental leave for all

Fitness Programs

Emotional & Mental Wellness support

Employee Resource Groups (ERGs)

Job summary

Axon is seeking a VP of Customer Success in New York City to lead and scale its Customer Success organization for Axon 911. This role focuses on driving retention, expansion, and customer advocacy in a complex public safety customer base. With responsibilities including team management, strategic partnerships, and customer outcomes, this position offers an opportunity to impact emergency response systems meaningfully. Ideal candidates are experienced leaders with strong communication skills and a commitment to ensuring customer success in critical scenarios.

Qualifications

• Current VP-level leader with 5+ years operating at the VP level.
• Proven track record managing senior leaders (Sr. Manager/Director level and above).
• Direct ownership of GRR and NRR in a scaled Customer Success organization.
• Experience carrying or contributing to a pipeline generation target.
• Success in managing a highly relational, enterprise customer base.

Responsibilities

• Lead Customer Success organization with full accountability for GRR and NRR.
• Manage and develop a team of Sr. Managers/Directors who lead CSM teams.
• Engage directly with executive stakeholders across public safety agencies.
• Ensure customers achieve measurable operational and mission-critical outcomes.
• Serve as a key member of the Customer leadership team.

Skills

Executive communication

Stakeholder management

Customer retention

Team management

Pipeline generation

Job description

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.

About Axon 911

Axon 911 brings together Prepared and Carbyne under Axon. Together, we are creating the only platform that combines modern 911 infrastructure with an AI intelligence layer—helping public safety agencies move faster, make better decisions, and deliver better outcomes in the moments that matter most.

911 is the backbone of public safety, yet the professionals behind it have long been held back by outdated technology. Axon 911 is here to change that. Joining this team means more than taking a job—it means helping shape the future of emergency response and building a safer, more connected world.

The Role

We are seeking a seasoned, strategic, and execution‑oriented VP of Customer Success to lead and scale our Customer Success organization for Axon 911. This leader will be responsible for driving retention, expansion, and customer advocacy across a complex, highly relational public safety customer base.

Reporting to the Chief Customer Officer, this role will lead a team of senior leaders (Sr. Managers/Directors) who oversee Customer Success Managers (CSMs). You will play a critical role in shaping post‑sale strategy, building durable executive relationships with agency leaders, and ensuring customers realize meaningful outcomes from Axon 911.

This is a highly visible role that blends operational rigor, revenue accountability, and mission‑driven customer partnership. This is a hybrid role in our Manhattan office.

Why This Role Matters

This is not a traditional SaaS Customer Success role. Our customers rely on Axon 911 in life‑critical situations. The VP of Customer Success will directly impact how emergency response systems operate—helping agencies save time, improve outcomes, and ultimately protect lives.

You’ll be joining a mission‑driven organization where customer success is deeply tied to real‑world impact.

What You’ll Do

Own Retention & Expansion Outcomes

• Lead the Customer Success organization with full accountability for Gross Revenue Retention (GRR) and Net Revenue Retention (NRR)
• Drive expansion pipeline generation in partnership with Sales, including upsell and cross‑sell motions
• Establish forecasting rigor and proactively manage risk across the customer base

Lead & Develop a High‑Performing Org

• Manage and develop a team of Sr. Managers/Directors who lead CSM teams
• Build scalable processes, playbooks, and operating rhythms across segments and geographies
• Elevate talent through coaching, performance management, and succession planning

Build Deep, Trusted Customer Relationships

• Engage directly with executive stakeholders across public safety agencies
• Act as a senior escalation point and strategic partner for key accounts

Drive Customer Outcomes & Advocacy

• Ensure customers achieve measurable operational and mission‑critical outcomes
• Build programs that convert satisfied customers into referenceable advocates
• Partner with Product and Implementation to continuously improve the end‑to‑end customer experience

Shape Company Strategy

• Serve as a key member of the Customer leadership team
• Provide voice‑of‑customer insights to influence product roadmap and go‑to‑market strategy
• Partner cross‑functionally with Sales, Product, Support, and Implementation

What We’re Looking For

Required Experience

• Current VP‑level leader with 5+ years operating at the VP level
• Proven track record managing senior leaders (Sr. Manager/Director level and above)
• Direct ownership of GRR and NRR in a scaled Customer Success organization
• Experience carrying or contributing to a pipeline generation target
• Success in managing a highly relational, enterprise customer base
• Exceptional executive communication and stakeholder management skills
• Based in or willing to work from New York City

Nice to Have

• Experience managing global Customer Success teams
• Background in public safety, government, or regulated industries

Benefits that Benefit You

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Fitness Programs
• Emotional & Mental Wellness support
• 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, bonus, and stock awards. 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

$191,340 - $255,120 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.

The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or 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.

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.