About the Job
At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s 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 ...
Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.
As Vice President of Customer Success at Axon, you will lead one of the most important teams in our business: an approximately 100-person Customer Success organization supporting U.S. Public Safety customers.
Required Skills & Abilities
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
A track record of successfully transforming or scaling a Customer Success organization, including building the processes and operating systems required for the next stage of growth
Significant SaaS experience and a strong understanding of product adoption, customer health, retention, recurring-revenue models, with multiple different SaaS product lines.
A customer-first leadership style and a genuine desire to spend time directly with customers and frontline teams
Strong operational skills—you know how to turn strategy into processes, metrics, accountability, and execution
Experience designing customer segmentation, engagement models, playbooks, and operating cadences at scale
Proven ability to use customer and product data to identify risk, improve adoption, and prioritize action
Demonstrated success leading change across Sales, Product, Support, and other functions
Strong executive communication skills and the ability to create clarity, alignment, and action across diverse stakeholders
Ability to move comfortably between a customer meeting, a leadership coaching conversation, a process-design session, and an executive business review
Experience owning significant budgets, headcount planning, and organizational design
High ownership, sound judgment, curiosity, and comfort operating in a fast-paced and sometimes ambiguous environment
Experience with Salesforce and Gainsight or similar platforms is a plus
Bachelor's degree or higher; MBA a plus
Ability to travel approximately 30–40% to spend time with customers, teams, and Axon offices
This team has already built something incredibly important at Axon. We are looking for a leader who respects that foundation, sees the opportunity ahead, and is excited to work alongside the team to build the next generation of Customer Success—more proactive, more scalable, more data-driven, and even more deeply connected to our customers and the outcomes they depend on Axon to deliver.
