Senior Customer Success Manager, Puerto Rico

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About the role

Join Axon and be a Force for Good. 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 each other. 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. Your Impact: • The Senior Customer Success Manager will work Axon’s larger customers to build long-term, strategic partnerships. You will work closely with your clients to understand their workflows, organizational structures and overall requirements. As their main point of contact, your customers will lean on you to provide best practices and to help them achieve their operational goals through the use of Axon’s products. • You will also work closely with multiple cross-functional teams by providing invaluable insight into customers’ needs and challenges, helping influence and guide internal product road-maps and projects. • As someone that wears multiple hats, from project management to product expert to consultant, you will continually be focused on making your customers more efficient and more confident within their daily workflows. What You'll Do Location: Puerto Rico (Remote) Reports to: Director, Customer Success Travel : 25-35% • Relationship Management • Builds trusted partnerships with command staff, procurement, and training leads. • Facilitates executive business reviews (QBRs, annual ROI conversations). • Customer Onboarding & Expectation Management • Sets the tone for the partnership and develops trusted relationship with customer • Ensures the customer understands timelines, delivery scope, key contacts. • Translates deployment goals into success criteria (e.g., officer adoption, training outcomes). • Internal Alignment • Acts as a liaison between Sales, Professional Services, Support, and the customer. • Ensures Professional Services deliverables align with broader customer goals. • Risk Identification • Flags any early signs of friction, dissatisfaction, or resource gaps. • Prepares the path for smooth transition from deployment to adoption phase. • Adoption & Value Realization • Develops a deep understanding of Axon’s product line and ensure proper implementation in every customer’s environment • Create success plans for your customers and document customer progress toward established goals and results • Tracks product adoption • Drives usage insights (e.g., reports on activations, training compliance, policy impact). • Supports rollout planning for new cohorts or use cases. • Work closely with Axon’s marketing and training teams to conduct regular training webinars and calls • Learn and share industry best practices in order to solve customer needs • Issue Escalation & Coordination • Not a first-line support agent, but ensures high-impact issues are addressed cross-functionally. • Coordinates with Support, PS, Legal, or Product if needed. • Manage escalations closely, acting as the quarterback for all critical issues and ensuring multiple internal teams are aligned • Renewals & Expansion Enablement • Prepares the account for renewal discussions by demonstrating impact. • Flags upsell/cross-sell opportunities to Sales (e.g., body-worn cameras, Fusus, VR training). • Voice of the Customer (VoC) • Collects feedback on product usability, training effectiveness, support responsiveness. • Funnels feedback to Product teams to influence roadmap or services. • Engage with your customers through regular calls, business reviews and

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