VP of Customer Success, Axon 911 New York, New York, United States New York, New York

Location: New York, New York, United States Join Axon and be a Force for Good. About Axon 911 The Role We are seeking a seasoned, strategic, and execution-oriented VP of Customer Success to lead and scale our Customer Success organization for Axon 911. This leader will be responsible for driving retention, expansion, and customer advocacy across a complex, highly relational public safety customer base. Reporting to the Chief Customer Officer, this role will lead a team of senior leaders (Sr. Managers/Directors) who oversee Customer Success Managers (CSMs). You will play a critical role in shaping post-sale strategy, building durable executive relationships with agency leaders, and ensuring customers realize meaningful outcomes from Axon 911. This is a highly visible role that blends operational rigor, revenue accountability, and mission-driven customer partnership. This is a hybrid role in our Manhattan office. Why This Role Matters This is not a traditional SaaS Customer Success role. Our customers rely on Axon 911 in life-critical situations. The VP of Customer Success will directly impact how emergency response systems operate—helping agencies save time, improve outcomes, and ultimately protect lives. You’ll be joining a mission-driven organization where customer success is deeply tied to real-world impact. What You’ll Do Own Retention & Expansion Outcomes Lead the Customer Success organization with full accountability for Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) Drive expansion pipeline generation in partnership with Sales, including upsell and cross-sell motions Establish forecasting rigor and proactively manage risk across the customer base Lead & Develop a High-Performing Org Manage and develop a team of Sr. Managers/Directors who lead CSM teams Build scalable processes, playbooks, and operating rhythms across segments and geographies Elevate talent through coaching, performance management, and succession planning Build Deep, Trusted Customer Relationships Engage directly with executive stakeholders across public safety agencies Act as a senior escalation point and strategic partner for key accounts Drive Customer Outcomes & Advocacy Ensure customers achieve measurable operational and mission-critical outcomes Build programs that convert satisfied customers into referenceable advocates Partner with Product and Implementation to continuously improve the end-to-end customer experience Shape Company Strategy Serve as a key member of the Customer leadership team Provide voice-of-customer insights to influence product roadmap and go-to-market strategy Partner cross-functionally with Sales, Product, Support, and Implementation What We’re Looking For Required Experience Current VP-level leader with 5+ years operating at the VP level Proven track record managing senior leaders (Sr. Manager/Director level and above) Direct ownership of GRR and NRR in a scaled Customer Success organization Experience carrying or contributing to a pipeline generation target Success in managing a highly relational, enterprise customer base Exceptional executive communication and stakeholder management skills Based in or willing to work from New York City Nice to Have Experience managing global Customer Success teams Background in public safety, government, or regulated industries Benefits that Benefit You Competitive salary and 401k with employer match Discretionary paid time off Paid parental leave for all Fitness Programs Emotional & Mental Wellness support Employee Resource Groups (ERGs) 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. Base Pay Range

$191,340 — $255,120 USD

Base Pay Range The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions. Some roles may also require legal eligibility to work in a firearms environment. Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment. We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email View email address on click.appcast.io. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes. #J-18808-Ljbffr Axon Enterprise