Axon - Seattle, WA
posted 24 days ago
Full-time - Manager
Hybrid - Seattle, WA
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 emphasizes coaching and developing team members, identifying opportunities to enhance business impact, and executing strategic programs to improve customer satisfaction and adoption. You will also act as a key escalation point for customer issues and maintain strong cross-functional relationships within the organization.
Responsibilities
- Lead and develop a team of 6-8 Customer Success Managers.
- Act as an escalation point for customer issues that may put them at risk.
- Monitor team KPIs and report progress to senior leaders.
- Build strategic programs to increase customer adoption and satisfaction.
- Establish individual career development goals for team members with quarterly reviews.
- Recruit, develop, and retain top talent within the team.
- Foster cross-functional relationships with internal partners such as sales, marketing, and product.
- Identify risks and opportunities within the customer portfolio and address them effectively.
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 such as NPS and ARR.
- General knowledge of project management practices is a plus.
- Demonstrated ability to leverage qualitative data for improvement.
Nice-to-haves
- Experience in a SaaS environment.
- Strong communication skills with senior leaders.
- Ability to build common sense processes for operational efficiency.
Benefits
- Competitive salary and 401k with employer match.
- Discretionary paid time off.
- Paid parental leave for all.
- Medical, Dental, Vision plans.
- Fitness Programs.
- Emotional & Mental Wellness support.
- Learning & Development programs.
