Customer Success Manager, Axon

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 will provide excellent results and customer satisfaction. You will act as an account manager with responsibilities including project initiation, operations, training, and onboarding.

• 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 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 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.

• Proven experience as a Customer Success Manager within the SaaS tech industry.
• Experience in generating training materials and executing training sessions on‑site or 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 within a SaaS company serving public safety.

• Competitive salary and 401(k) with employer match.
• Discretionary time off.
• Paid parental leave for all.
• Medical, dental, and vision plans.
• Fitness programs.
• Emotional and development programs.
• Office snacks.

$110,000–$125,000 USD

We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We are 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 recruiting process, please email  Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.

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Axon’s mission is to protect life and is committed to the well‑being and safety of its employees as well as its impact on the environment. All employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.