100338 - Customer Success Services Manager

Customer Success Services Manager – Customer Success Services
Location: Arizona preferred, or Western United States remote
Reports to: Director, Customer Success Services
Travel: 20-30%

About Axon & Customer Success Services

At Axon, our mission is to protect life, capture truth, and accelerate justice. The Customer Success Services (CSS) team is here to simplify, amplify, and scale Axon’s Customer Success impact. We provide expert guidance, education, and operational support to drive product adoption, optimize workflows, and enhance operational efficiency, ensuring standout customer and CSM experiences.

About the Role
The Customer Success Services Manager is a dual-focused role that blends customer-facing product adoption expertise with program leadership to drive operational excellence within the CSM organization. This role ensures that customers realize the full value of Axon’s products while also enabling CSMs to operate more efficiently through streamlined processes, knowledge sharing, and continuous improvement initiatives.

You’ll collaborate closely with Customer Success Managers (CSMs), Product Teams, Sales, Finance, Professional Services, and our Marketing teams to scale adoption initiatives and improve customer outcomes, while also managing key operational programs that remove friction, improve efficiency, and enhance the CSM experience.

What You’ll Do

Design & Drive New Customer Adoption Programs

• Develop and launch customer adoption programs that address key challenges and drive product engagement.
• Provide expert guidance and education to customers, ensuring successful adoption of a strategic Axon solutions.
• Equip CSMs with the knowledge and strategies needed to drive adoption of key products, enabling them to guide customers effectively.
• Conduct virtual consults, onsite engagements, and product workshops to support adoption.
• Foster and manage customer product user groups encouraging peer learning and best practice sharing.
• Capture and analyze customer adoption challenges, providing insights to improve product experience.
• Act as the bridge between Customer Success and Product teams, sharing customer insights to shape product improvements.

Enhance Operational Excellence for the CSM Organization

• Streamline and optimize CSM workflows to enhance efficiency and remove operational roadblocks.
• Design and implement new processes and automation (some AI-driven) to drive significant efficiencies, reducing manual effort for CSMs and enabling smarter workflows.
• Optimize knowledge-sharing systems to ensure CSMs have access to best practices, playbooks, and training resources.
• Manage and drive continuous improvement initiatives ensuring sustainable and scalable CSM operations.
• Oversee account issue resolution processes, ensuring a streamlined approach for escalations and proactive problem-solving.
• Implement and oversee CSM education initiatives, ensuring the team is equipped with the right tools and knowledge to succeed.
• Own Customer Success data management, ensuring data integrity and accessibility for key stakeholders.
• Monitor and analyze key Customer Success metrics, providing data-driven insights to improve adoption, retention, and efficiency.

Enable Customer Success Teams & Improve Cross-Functional Collaboration

• Partner with Axon Learning teams to improve Product training resources and knowledge repositories to increase target customer outcomes.
• Collaborate with Revenue Intelligence and Product Analytic teams to measure adoption trends and identify opportunities for improvement.
• Support the implementation of AI-driven automation to ensure AI-driven automation and data intelligence are leveraged for efficiency.
• Manage programs that improve case resolution workflows, reducing CSM workload and increasing customer satisfaction.
• Advocate for customer-centric innovation, working cross-functionally to align Axon’s product roadmap with customer needs.
• Lead cross-functional collaboration efforts, ensuring that Product, Success, and Sales teams work in sync on adoption strategies.
• Serve as a thought leader within Axon and the broader Customer Success community, sharing insights, hosting roundtables, and leading enablement initiatives.

What You Bring

• 3 years of experience in Customer Success, Product Management, or Customer Success Operations.
• Strong knowledge of Axon’s product ecosystem and experience with public safety or SaaS solutions.
• Proven ability to balance customer-facing product adoption efforts with internal program leadership.
• Experience in process improvement, operational efficiency, and program management within Customer Success.
• Excellent communication and facilitation skills, with experience leading training sessions and workflow optimization projects.
• 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.
• Expertise in data management, analytics, and reporting, with the ability to extract insights from customer and operational data to drive strategic decisions.
• Ability to analyze customer usage data and operational metrics to drive adoption and efficiency improvements.
• Experience working cross-functionally with Product, Sales, Success Operations, and Enablement teams.
• 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
• Strong familiarity with Salesforce, Gainsight, and Quip, with a preferred understanding of Sigma, Power BI, and Tableau.

Benefits that Benefit You

• 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

Benefits listed herein may vary depending on the nature of your employment and the location where you work.