What are the responsibilities and job description for the Director of Customer Success, Enterprise position at Axon?
Your Impact
As a Director within Axon’s Customer Success organization, you will lead a team of Strategic Customer Success Managers that manage Axon’s largest customers. In addition to coaching and developing your team members on a regular basis, you will be a key strategic leader within the Customer Success organization. You thrive on identifying opportunities that will increase the business and financial impact of your team, and you work cross-functionally to develop and execute new programs that carry out that vision.
What You’ll Do
Location: Hybrid in Scottsdale, AZ, Seattle, WA, Denver, CO, Atlanta, GA, San Francisco, CA or Boston, MA
Reports to: Vice President of Enterprise Sales
Direct Reports: 6-8 Customer Success Managers
- Strong desire to build customer relationships and act as an escalation point for items that may put customers at risk
- Strong operational rigor around reporting on team KPIs, tracking to goals and reporting to senior leaders
- Ability to build strategic programs to increase adoption/customers satisfaction/NPS
- Ability to hold team members accountable for operational rigor and KPIs and goals
- Strong communication with an emphasis on conveying team progress and the state of a broad customer portfolio with senior leaders
- Deep understanding of how to identify risk and opportunity within your customer portfolio across the team
- Establish and track individual CSM career development goals through IDPs with quarterly reviews and career pathing. Recruit, develop and retain the best talent
- Maintain and foster excellent cross functional relationships throughout the Axon ecosystem with frequent check ins with internal partners (sales, customer loyalty, marketing and product)
- Monitor customer risk and serve as the point of contact for escalations with a strong ability to navigate internal resources for resolution
- Strong desire to build and fix by building common sense processes that promote operational efficiencies
What You Bring
- Bachelor’s Degree or equivalent years of experience
- 6 years of relevant work experience within customer success, sales, or account management
- 3 years of previous management and leadership experience in a similar role
- A good understanding of the SaaS customer journey, customer onboarding, account management (Salesforce, Gainsight and SaaS experience a plus)
- Track record of implementing processes that promote operational efficiencies or solve known issues
- Proven ability to hit and exceed a measurable goal (NPS, adoption, ARR)
- General knowledge of project management practices and procedures a plus
- Proven track record of cross-functional collaboration with emphasis on communicating customer feedback to internal partners
- Ability to demonstrate increased revenue through Customer Success-related tasks
- Demonstrated ability to leverage qualitative data to identify areas for improvement and implement positive outcomes
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.
The Pay: Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The starting base pay for this role is between USD 123,930 in the lowest geographic market and USD 198,288 in the highest geographic market. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit www.axon.com/careers/benefits.
