Director, Customer Success Enterprise

Who you are

You have a proven track record in customer success management, ideally with experience in leading teams and managing complex customer relationships. Your ability to empathize with customers allows you to understand their needs and drive successful outcomes. You possess strong judgment and can navigate ambiguity effectively, making decisions that align with both customer and company goals. You are a mentor at heart, guiding Customer Success Managers and fostering a culture of accountability and excellence within your team. Your leadership style is characterized by clarity and influence, enabling you to set a clear direction for both customers and internal teams.

You thrive in fast-paced environments and are passionate about making a meaningful impact. You understand the importance of building long-term partnerships and are committed to delivering value to your customers. Your experience in operational change management equips you to guide customers through transitions, ensuring they achieve their desired outcomes. You are results-driven and take ownership of your portfolio, focusing on health, retention, and success metrics that matter.

Desirable

Experience in a technology or software company is a plus, as is familiarity with enterprise customer success strategies. You may have a background in sales or account management, which complements your customer success expertise. A strong understanding of the industry and market trends will help you shape Axon’s products and services effectively.

What you'll do

As the Director of Customer Success, you will report directly to the VP of Customer Success and be responsible for the health and outcomes of a portfolio of strategic enterprise customers. You will set clear success criteria tied to adoption, operational impact, and long-term value, ensuring that customers achieve their goals while using Axon’s products and services. Your role will involve leading through influence, making decisions with a bias for action, and maintaining a high bar for execution.

You will mentor and develop Customer Success Managers at various levels, providing guidance and support as they navigate their roles. Your ability to communicate effectively with both customers and internal teams will be crucial in shaping the direction of customer success initiatives. You will also serve as a senior voice of the customer, advocating for their needs and ensuring that Axon’s offerings align with their expectations.

Your responsibilities will include analyzing customer health metrics, identifying opportunities for improvement, and implementing strategies that enhance customer satisfaction and retention. You will collaborate closely with cross-functional teams to drive operational changes that benefit customers and contribute to Axon’s mission of protecting life.

What we offer

At Axon, you will be part of a mission-driven organization that values your contributions and encourages your growth. We offer a supportive work environment where you can take ownership of your role and make a real difference. You will have opportunities for professional development and the chance to work with a diverse team of passionate individuals who are committed to making the world a safer place. Join us in our mission to protect life and be a force for good.