Customer Success Manager, Axon 911

Join 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.

Who we are:

Axon 911 brings together Prepared and Carbyne under Axon. Together, we are creating the only platform that combines modern 911 infrastructure with an AI intelligence layer—helping public safety agencies move faster, make better decisions, and deliver better outcomes in the moments that matter most.

911 is the backbone of public safety, yet the professionals behind it have long been held back by outdated technology. Axon 911 is here to change that. Joining this team means more than taking a job—it means helping shape the future of emergency response and building a safer, more connected world.

About the Role

To bring value to our users and promote the usage of Carbyne's technology. This is a high-touch role where you'll be expected to provide excellent results and customer satisfaction. You'll act as an account manager with several responsibilities, including project initiation, operations, training, and onboarding.

Work closely with our customers to manage all operational activities, ensuring that Carbyne fulfills the contracted KPI/SLA, and serve as the primary escalation point for incident reporting. You'll engage Carbyne's relevant technical resources, when necessary. You'll also collect, analyze and use data and feedback in order to make our customers’ experience with our product seamless, consistent, and exceptional.

Here’s What You’ll Be Doing

Serve as the lead point of contact for any and all matters specific to our customers.

Develop trusted relationships with decision-makers, key personnel, and IT staff.

Engage in a high-touch communication model with customers on a regular basis, based on Carbyne's best practices.

Clearly communicate product usage and analytics on a quarterly or as needed basis to the relevant stakeholders.

Work closely with internal teams to present, meet, and exceed customer expectations and perceptions.

Identify and track enhancement requests for future features and functionality.

Advocate for customer success and adoption.

Partner with Carbyne's sales team to develop a plan for customer success and expansion to achieve growth goals.

Identify upsell opportunities and communicate any potential risks that would threaten renewal.

Master Carbyne's products to promote customer adoption and usage, communicating the most relevant features/functionality for their specific business needs.

Enhance the effectiveness and efficiency of operational processes and systems.

Develop and implement customer success policies and procedures.

Identify and implement strategies to improve customer satisfaction and product adoption.

Understand various post-sale adoption methods and devise ways to measure and improve customer onboarding and handoff experience.

What You Bring

Proven experience as a Customer Success Manager within the SaaS tech industry

Must reside in VA- a must! 🔒

Experience in generating training materials and executing training sessions on-site/remotely

Strong client-facing and communication skills

Advanced troubleshooting and multi-tasking skills

Passionate about building lasting customer relationships

Ability to think strategically and lead

Customer service orientation

Comfortable speaking in front of large groups

Willingness to travel up to 30% of the time for client visits

Proven customer success experience is within SaaS company serving public safety

Benefits that Benefit You

Competitive salary and 401k with employer match

Discretionary time off

Paid parental leave for all

Medical, Dental, Vision plans

Fitness Programs

Emotional Development Programs

And yes, we have snacks in our offices

Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. 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 https://www.axon.com/careers .

Base Pay Range

$124,000 $138,000 USD

Don’t meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building …