Vice President, Customer Success

Vice President, Customer SuccessSeattle, Washington, United StatesJoin Axon and be a Force for Good.At Axon, we're on a mission to Protect Life. We're explorers, pursuing society's most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other. Life at Axon is fast-paced, challenging and meaningful. Here, you'll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.Your ImpactAs Vice President of Customer Success at Axon, you will lead one of the most important teams in our business: an approximately 100-person Customer Success organization supporting U.S. Public Safety customers.Our Customer Success team has built deep customer relationships, navigated complex challenges, and become a critical partner to agencies using Axon's growing portfolio of products. As Axon continues to scale, this team is ready for its next stage of maturity.Your mandate is to build on that strong foundation and transform how we operate at scale. You will spend meaningful time with customers and our teams in the field, deeply understand their experience, and translate what you learn into better processes, clearer operating rhythms, stronger product adoption, and more proactive customer engagement.This role requires both strategy and execution. We are looking for a leader who can define what world-class Customer Success looks like at Axon—and then roll up their sleeves to build the processes, systems, talent, and accountability required to deliver it.Customer Success should be the bridge between what our customers purchase and the value they ultimately experience: driving adoption, strengthening relationships, anticipating risk, managing escalations, and ensuring we deliver a consistently exceptional customer experience.What You'll DoLocation: Axon Hub — Scottsdale, Boston, Seattle, Atlanta, or New YorkTravel Requirements: 30–40%Reports to: Executive Vice President, US Public Safety SalesDirect Reports: 6–10 Directors, Senior Managers, and Managers of Customer SuccessLead & Develop the OrganizationLead and develop an approximately 100-person Customer Success organization through a team of Directors, Senior Managers, and ManagersBuild a strong leadership bench with clear expectations, accountability, coaching, and succession planningEstablish career paths and performance standards that help our people grow and our strongest talent thriveCreate a culture that combines customer obsession, ownership, high performance, and teamworkEnsure leaders stay close to their teams and customers while building the structure required to operate effectively at scaleKnow Our CustomersSpend significant time in the field with customers and CSMs to deeply understand the customer experienceBuild trusted executive relationships with strategic customers and serve as an escalation point when neededDevelop a deep understanding of Axon's products, customer workflows, and the outcomes our customers are trying to achieveEnsure Customer Success represents the voice of the customer across AxonBuild mechanisms to identify customer risk, adoption gaps, and emerging issues before they become escalationsTurn recurring customer feedback and challenges into systemic improvementsTransform How We OperateAssess our existing Customer Success processes and determine what should be preserved, improved, standardized, automated, or rebuiltCreate clear and repeatable processes for customer health, account planning, adoption, escalations, risk management, and executive engagementDefine the right operating rhythms, KPIs, dashboards, and accountability across the organizationImprove how we use Salesforce, Gainsight, product usage data, NPS, CSAT, and Voice of Customer signals to manage the businessBuild scalable playbooks while maintaining the flexibility required to serve complex public safety customersIdentify where responsibilities or customer experiences fall between teams and drive cross-functional solutionsOwn the Customer Success budget, headcount strategy, and organizational design as the business growsDrive Adoption & Customer OutcomesMake product adoption and realized customer value core measures of Customer SuccessBuild programs that help customers successfully adopt Axon's expanding portfolio of productsPartner with Product to identify adoption barriers and prioritize improvements based on customer feedback and dataEstablish proactive customer engagement models based on customer health, complexity, risk, and opportunityDefine and measure success across adoption, retention, customer health, NPS, and other key customer outcomesLead Cross-FunctionallyServe as the executive Customer Success partner to Sales, Product, Support, Marketing, and other teams across AxonPartner closely with US Public Safety Sales leadership on customer strategy, adoption, risk, retention, and expansionLead through influence when solving customer problems that span multiple organizationsBring structure and clear decision-making to complex cross-functional issuesPresent customer trends, risks, performance, and recommendations to Axon's executive leadershipWhat You Bring15+ years of progressive Customer Success, Customer Experience, Customer Operations, or related leadership experienceExperience leading a large, multi-layered customer-facing organization, including managing Director-level leadersA track record of successfully transforming or scaling a Customer Success organization, including building the processes and operating systems required for the next stage of growthSignificant SaaS experience and a strong understanding of product adoption, customer health, retention, recurring-revenue models, with multiple different SaaS product lines.A customer-first leadership style and a genuine desire to spend time directly with customers and frontline teamsStrong operational skills—you know how to turn strategy into processes, metrics, accountability, and executionExperience designing customer segmentation, engagement models, playbooks, and operating cadences at scaleProven ability to use customer and product data to identify risk, improve adoption, and prioritize actionDemonstrated success leading change across Sales, Product, Support, and other functionsStrong executive communication skills and the ability to create clarity, alignment, and action across diverse stakeholdersAbility to move comfortably between a customer meeting, a leadership coaching conversation, a process-design session, and an executive business reviewExperience owning significant budgets, headcount planning, and organizational designHigh ownership, sound judgment, curiosity, and comfort operating in a fast-paced and sometimes ambiguous environmentExperience with Salesforce and Gainsight or similar platforms is a plusBachelor's degree or higher; MBA a plusAbility to travel approximately 30–40% to spend time with customers, teams, and Axon officesThis team has already built something incredibly important at Axon. We are looking for a leader who respects that foundation, sees the opportunity ahead, and is excited to work alongside the team to build the next generation of Customer Success—more proactive, more scalable, more data-driven, and even more deeply connected to our customers and the outcomes they depend on Axon to deliver.Benefits that Benefit YouCompetitive salary and 401k with employer matchDiscretionary paid time offPaid parental leave for allMedical, Dental, Vision plansFitness ProgramsEmotional & Mental Wellness supportLearning & Development programsEmployee Resource Groups (ERGs)And yes, we have snacks in our officesBenefits listed herein may vary depending on the nature of your employment and the location where you work.Axon is a total compensation company, meaning compensation is made up of base pay and commission targets. 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