Senior Manager, Customer Success at Axon

Join Axon and be a Force for Good.At Axon were on a mission to Protect Life. Were explorers pursuing societys 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 youll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.About Prepared by AxonAs of October 1 2025 Prepared has officially joined forces with Axona major milestone for both our teams and the public safety community. United by a shared mission to Protect Life Axon and Prepared are ushering in a new era of AI-powered emergency communications. Together were closing the gap between the first call for help and resolution in the fieldempowering responders with the clarity they need when every second counts. 911 is the backbone of public safety in America. But for too long the professionals answering our calls have been let down by outdated technology. Prepared exists to change that. Since launching in 2021 weve used cutting-edge AI to help streamline millions of emergency calls across 49 statessupporting over 90 million people and transforming whats possible in crisis Prepared youre not just joining a teamyoure helping shape the future of emergency services and building a safer more connected world.Your ImpactAs the Senior Manager Customer Success you will lead develop and empower a team of Customer Success Managers responsible for driving exceptional outcomes for Prepareds customers. You will oversee customer lifecycle strategy ensure scalable and consistent execution across the CSM function and partner cross-functionally to continually improve the customer experience. Your expertise in Customer Success combined with your leadership experience will enable your team to build strong lasting customer relationships and deliver measurable impact.What Youll Do Team Leadership & DevelopmentLead mentor and coach a high-performing team of Customer Success Managers fostering a culture of accountability collaboration and continuous improvement.Establish clear performance expectations KPIs and development plans to support CSM growth and long-term career progression.Provide guidance on complex customer scenarios ensuring the team has the support and resources needed to deliver exceptional service.Customer Success Strategy & ExecutionOwn and operationalize the strategy for customer retention growth and value realization across Prepareds customer base.Design refine and scale processes playbooks and frameworks that enable consistent proactive engagement from CSMs.Partner with leadership to forecast retention expansion and customer health metrics; present trends and recommendations for improvement.Customer Relationship OversightEnsure CSMs build deep trusted relationships with key customer stakeholders by understanding their operational needs challenges and goals.Support escalation management by guiding CSMs through high-complexity or high-visibility customer issues.Maintain visibility into the health of top accounts and intervene strategically when necessary.Cross-Functional CollaborationAct as a senior advocate for the customer within Product Engineering Support and GTM teams ensuring feedback loops are strong and action-oriented.Influence product roadmap decisions by synthesizing customer insights gathered from CSMs into clear high-impact recommendations.Partner with Sales on expansion strategy and with Implementation/Support on seamless customer lifecycle transitions.Operational Excellence & InsightsOversee customer usage adoption and health metric tracking; drive data-informed improvements to customer outcomes.Lead quarterly customer reviews internal business reviews and reporting on team performance and customer trends.Strengthen risk mitigation strategies and standardize early-warning signals for churn or declining engagement.Customer Growth & OutcomesDrive strategies that increase customer retention satisfaction and expansion opportunities across the portfolio.Ensure CSMs are platform experts who guide customers to fully leverage Prepareds solutions to meet mission-critical 911 operational needs.Promote best practices that help customers achieve measurable improvements in response efficiency safety outcomes and organizational effectiveness.What You BringExperience & Leadership710 years of experience in customer success account management or a related field with at least 3 years directly managing or leading CSM teams.Proven experience owning retention expansion and customer health metrics at scaleideally within SaaS or public safety technology.Communication & InfluenceExceptional verbal and written communication skills with the ability to influence decisions across all levels of the organization.Comfortable presenting to executives customers and cross-functional partners.Strategic & Operational ThinkerStrong ability to design scalable processes analyze data and turn insights into actionable strategy.Adept at balancing short-term problem-solving with long-term planning and team development.Relationship BuilderDemonstrated success cultivating relationships with key customer stakeholders decision-makers and operational leaders.Adaptability & InitiativeThrives in a fast-paced high-growth startup environment; able to lead teams through ambiguity and change.Tech & Domain ExpertiseQuick learner with strong technical aptitude.Nice to have: direct experience supporting the 911 ecosystem (e.g. emergency call handling dispatch CAD NG911 or public safety communications technology).Work LocationThis role is fully remote within the United States. Benefits that Benefit YouCompetitive salary and 401k with employer matchDiscretionary paid time offPaid parental leave for allMedical Dental Vision plansFitness ProgramsEmotional & Mental Wellness supportLearning & Development programsAnd yes we have snacks in our officesBenefits listed herein may vary depending on the nature of your employment and the location where you workPay TransparencyAxon offers a comprehensive total compensation package which includes base salary a generous annual bonus and company equity.The starting base pay for this role ranges from $108000 to $145000 excluding commissions an annual performance bonus and generous company equity. Actual base salary will vary based on several factors including level function training transferable skills work experience business needs and locationoften a combination of these elements.Our benefits are designed to support you physically financially and emotionallythrough lifes major milestones and in your everyday moments. To learn more about our benefits please visit Dont meet every single requirement Thats 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 youre excited about this role and our mission to Protect Life but your experience doesnt 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 NotesThe 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.We collect personal information from applicants to evaluate candidates for employment. You may request access deletion or exercise other CCPA rights ator via ourAxon Privacy Web Form. For more information please see the Your California Privacy Rights section of ourApplicant and Candidate Privacy Notice.Axons mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axons 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. Were 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 Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.Required Experience:Senior Manager Key Skills Debugging,Remote Access Software,IT Service Management,IOS,Multithreading,VPN,Neo4j,FISMA,SSO,Github,Google Suite,Troubleshooting Employment Type : Full Time Experience: years Vacancy: 1 Monthly Salary Salary: 108000 - 145000