Customer Success Manager Job at Axon

Customer Success Manager

Axon

Location:
Canada

Category:
Customer Service

Contract Type:
Not provided

Salary:

74250.00 - 118800.00 CAD / Year

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Job Description:

The 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.

Job Responsibility:

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 daily needs

Requirements:

Bachelor's degree or equivalent work experience
5+ years’ working in a customer-facing role
3+ years working with Enterprise-level customers
Strong project management skills with a proven system for tracking multiple customer requests, issues and strategic plans
A proven track record of leading process improvements within large organizations
Previous experience tracking product adoption and customer engagement through data-analysis tools
Self-motivated, team-oriented, responsible, and focused on exceeding customer expectations
Exceptional organizational, presentation, and communication skills, both verbal and written
Demonstrated ability to deal with change and excel in high-stress situations

What we offer:

Compensation is made up of base pay, bonus, and stock awards
Benefits offer an array of options to help support you physically, financially and emotionally

Additional Information:

Job Posted:
February 17, 2026

Employment Type:

Fulltime

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