Director of Customer Success, Enterprise

Axon - Boston, MA

Full-time - Manager

Remote - Boston, MA

Ambulatory Health Care Services

About the position

As a Director within Axon's Customer Success organization, you will lead a team of Strategic Customer Success Managers responsible for managing Axon's largest customers. This role focuses on coaching and developing team members, identifying opportunities to enhance business impact, and executing strategic programs to improve customer satisfaction and adoption. You will also serve as a key strategic leader within the organization, working cross-functionally to achieve these goals.

Responsibilities

• Lead and develop a team of 6-8 Customer Success Managers.
• Build and maintain strong customer relationships, acting as an escalation point for at-risk customers.
• Monitor team KPIs, track goals, and report progress to senior leaders.
• Develop strategic programs to increase customer adoption and satisfaction (NPS).
• Hold team members accountable for operational rigor and performance metrics.
• Communicate team progress and customer portfolio status to senior leadership.
• Identify risks and opportunities within the customer portfolio.
• Establish and track individual career development goals for CSMs through IDPs and quarterly reviews.
• Recruit, develop, and retain top talent within the team.
• Foster cross-functional relationships with internal partners such as sales, marketing, and product teams.
• Serve as the point of contact for customer escalations and navigate internal resources for resolution.
• Implement processes that promote operational efficiencies.

Requirements

• Bachelor's degree or higher.
• 6+ years of relevant work experience in customer success, sales, or account management.
• 3+ years of management and leadership experience in a similar role.
• Understanding of the SaaS customer journey, onboarding, and account management.
• Experience with Salesforce and Gainsight is a plus.
• Proven track record of implementing operational efficiencies and solving issues.
• Ability to meet and exceed measurable goals (NPS, adoption, ARR).
• General knowledge of project management practices is a plus.
• Demonstrated ability to collaborate cross-functionally and communicate customer feedback effectively.
• Ability to leverage qualitative data to identify areas for improvement.

Nice-to-haves

• Experience in a SaaS environment.
• Familiarity with project management methodologies.

Benefits

• Competitive salary and 401k with employer match.
• Discretionary paid time off.
• Paid parental leave for all employees.
• Medical, Dental, and Vision plans.
• Fitness Programs.
• Emotional & Mental Wellness support.
• Learning & Development programs.
• Snacks available in the office.