Mission Engineer: End-to-End Customer Success Lead

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.

This isn’t a relationship management role — it’s an ownership role. In this embedded, agency‑facing role, you will serve as the primary owner of customer outcomes within a strategic account, supporting the end‑to‑end lifecycle of Axon’s ecosystem. You will help bring together deployment, technical execution, adoption, and executive engagement into a cohesive experience that reduces complexity and improves consistency. Acting as a key onsite partner, you will contribute to operational excellence, support adoption across the Axon platform, and help agencies realize measurable impact from their investment.

The result: measurable impact, stronger partnerships, and customers who stay and grow with Axon.

• Lead end‑to‑end lifecycle execution across deployment, adoption, optimization, and ongoing success for a strategic account
• Support multi‑product program delivery, helping align hardware, software, digital evidence, and integrated workflows
• Serve as a primary point of accountability for customer‑facing outcomes, partnering with internal teams (Engineering, Support, Product, PSO)
• Provide onsite technical support and troubleshooting, helping coordinate resolution and root‑cause analysis
• Contribute to program governance, including roadmap execution, risk identification, stakeholder alignment, and progress tracking
• Build and maintain strong relationships with command staff and agency leadership, supporting QBRs/EBRs and planning discussions
• Drive adoption and value realization, helping ensure solutions are effectively integrated into agency workflows
• Share customer insights and feedback with Product and Engineering to help inform improvements
• Identify and support expansion opportunities, partnering with Sales on long‑term account strategy
• Track and support customer success metrics, including adoption, program health, CSAT, NPS, time‑to‑value, and issue resolution
• Support Sales → Post‑Sales onboarding and handoff, helping establish goals, success criteria, and alignment early
• Maintain a consistent onsite presence (approximately 4 days/week) to stay connected to agency operations and needs

• Experience in customer‑facing technical roles, program management, or complex deployment environments (typically 8+ years, but we encourage applicants with varied experience to apply)
• Comfort working across technical and operational domains, including hardware, software, networking, or integrated systems
• Strong communication skills, with the ability to engage with both technical teams and senior stakeholders
• Experience supporting cross‑functional programs or initiatives with multiple stakeholders
• Interest in helping organizations adopt new technologies and improve workflows
• A thoughtful, problem‑solving mindset with the ability to navigate ambiguity and prioritize effectively
• Ability to work independently while also collaborating closely with cross‑functional teams
• Commitment to delivering a strong customer experience and building trusted relationships
• Ability to obtain and maintain CJIS compliance and adhere to security standards

Location: This position is based out of the greater Cincinnati area, working at customer sites 4 days per week with some travel

• Competitive salary and 401(k) with employer match
• Discretionary paid time off
• Paid parental leave for all
• Medical, dental, and vision plans
• Fitness programs
• Emotional and mental wellness support
• Learning and development programs
• And we have snacks in our offices

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,…