Axon · 18 hours ago
Senior Manager, Customer Success
United States
Full-time
Remote
Mid, Senior Level
$108K/yr - $145K/yr
7+ years expAxon is a company dedicated to protecting life through innovative technology and services. The Senior Manager, Customer Success will lead a team of Customer Success Managers, focusing on customer lifecycle strategy and enhancing the overall customer experience. This role involves mentoring, operationalizing customer success strategies, and collaborating cross-functionally to drive exceptional outcomes for clients.
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Responsibilities
Lead, mentor, and coach a high-performing team of Customer Success Managers, fostering a culture of accountability, collaboration, and continuous improvement
Establish clear performance expectations, KPIs, and development plans to support CSM growth and long-term career progression
Provide guidance on complex customer scenarios, ensuring the team has the support and resources needed to deliver exceptional service
Own and operationalize the strategy for customer retention, growth, and value realization across Prepared’s customer base
Design, refine, and scale processes, playbooks, and frameworks that enable consistent, proactive engagement from CSMs
Partner with leadership to forecast retention, expansion, and customer health metrics; present trends and recommendations for improvement
Ensure CSMs build deep, trusted relationships with key customer stakeholders by understanding their operational needs, challenges, and goals
Support escalation management by guiding CSMs through high-complexity or high-visibility customer issues
Maintain visibility into the health of top accounts and intervene strategically when necessary
Act as a senior advocate for the customer within Product, Engineering, Support, and GTM teams, ensuring feedback loops are strong and action-oriented
Influence product roadmap decisions by synthesizing customer insights gathered from CSMs into clear, high-impact recommendations
Partner with Sales on expansion strategy and with Implementation/Support on seamless customer lifecycle transitions
Oversee customer usage, adoption, and health metric tracking; drive data-informed improvements to customer outcomes
Lead quarterly customer reviews, internal business reviews, and reporting on team performance and customer trends
Strengthen risk mitigation strategies and standardize early-warning signals for churn or declining engagement
Drive strategies that increase customer retention, satisfaction, and expansion opportunities across the portfolio
Ensure CSMs are platform experts who guide customers to fully leverage Prepared’s solutions to meet mission-critical 911 operational needs
Promote best practices that help customers achieve measurable improvements in response efficiency, safety outcomes, and organizational effectiveness
Qualification
Required
7–10+ years of experience in customer success, account management, or a related field, with at least 3 years directly managing or leading CSM teams
Proven experience owning retention, expansion, and customer health metrics at scale—ideally within SaaS or public safety technology
Exceptional verbal and written communication skills, with the ability to influence decisions across all levels of the organization
Comfortable presenting to executives, customers, and cross-functional partners
Strong ability to design scalable processes, analyze data, and turn insights into actionable strategy
Adept at balancing short-term problem-solving with long-term planning and team development
Demonstrated success cultivating relationships with key customer stakeholders, decision-makers, and operational leaders
Thrives in a fast-paced, high-growth startup environment; able to lead teams through ambiguity and change
Quick learner with strong technical aptitude
Preferred
Direct experience supporting the 911 ecosystem (e.g., emergency call handling, dispatch, CAD, NG911, or public safety communications technology)
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
And yes, we have snacks in our offices
Company
Axon
Axon provides electronic control devices to law enforcement and corrections agencies.
1001-5000 employees
H1B Sponsorship
Axon has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (3)
2023 (7)
2020 (2)
Funding
Current Stage
Public CompanyTotal Funding
$2B2025-03-05Post Ipo Debt· $1.75B
2018-08-07Post Ipo Equity· $246M
2001-06-07IPO
Leadership Team
Jay Reitz
SVP Software Engineering
Anthony Baldoni
VP Strategic Initiatives
Recent News
2026-01-09
The Motley Fool
2026-01-08
Columbia West
2026-01-06
Company data provided by crunchbase