Vice President, Customer Success
Axon
Opportunity published from Greenhouse · applications stay with the original hiring source.
About the opportunity
- As Vice President of Customer Success at Axon, you will lead an approximately 100-person Customer Success organization supporting U.S. Public Safety customers, reporting to the Executive Vice President of US Public Safety Sales.
- Your mandate is to build on a strong foundation and transform how the organization operates at scale, defining world-class Customer Success while spending meaningful time in the field with customers and frontline teams.
- You will own strategy and execution across product adoption, customer health, risk management, escalations, operational processes, headcount strategy, and cross-functional collaboration with Sales, Product, and Support.
Key responsibilities
- Lead and develop an approximately 100-person Customer Success organization through 6 to 10 Directors, Senior Managers, and Managers.
- Spend significant time in the field with customers and CSMs, building trusted executive relationships and serving as an escalation point.
- Assess, transform, and scale existing Customer Success processes, operating rhythms, KPIs, dashboards, and accountability frameworks.
- Make product adoption and realized customer value core measures of success, building proactive engagement models across Axon's product portfolio.
- Partner closely with US Public Safety Sales leadership on customer strategy, retention, expansion, and cross-functional problem solving.
- Manage the Customer Success budget, headcount strategy, organizational design, and career paths for team growth.
Qualifications
- Minimum 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.
- Significant SaaS experience with a strong understanding of product adoption, customer health, retention, and recurring-revenue models across multiple product lines.
- Proven track record of transforming or scaling a Customer Success organization and building required operational systems.
- Strong operational skills with experience designing customer segmentation, engagement models, playbooks, and operating cadences at scale.
- Strong executive communication skills and experience owning significant budgets, headcount planning, and organizational design.
- Bachelor's degree or higher.
- Ability to travel approximately 30–40% to spend time with customers, teams, and Axon offices.
Nice to have
- Experience with Salesforce and Gainsight or similar platforms.
Benefits
- Competitive salary and 401k with employer match.
- Discretionary paid time off and paid parental leave for all.
- Medical, dental, and vision plans.
- Fitness programs and emotional and mental wellness support.
- Learning and development programs and employee resource groups.
- Office snacks.
Job details
- Base pay range: $205,200 — $328,320 USD (plus commission targets).
- Location: Axon Hub — Scottsdale, Arizona; Boston, Massachusetts; Seattle, Washington; Atlanta, Georgia; or New York, New York.
- Remote/hybrid/on-site status: Hub location required with 30–40% travel.
- Work authorization/visa/sponsorship restrictions: Legal eligibility to work in the US is required; some roles may require legal eligibility to work in a firearms environment.
About the company
- At Axon, we are on a mission to Protect Life, pursuing society's most critical safety and justice issues with our ecosystem of devices and cloud software.
- Life at Axon is fast-paced, challenging, and meaningful, offering a culture where you can take ownership, drive real change, and constantly grow while working for a mission that matters.
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