Product Success Manager, Vehicle Intelligence

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 role exists so Vehicle Intelligence customers get from purchase to value, and so CSMs and Sales Reps can be proactive without becoming VI specialists. The Product Success Manager (PSM) for Vehicle Intelligence is a product-focused, customer‑facing overlay role. You cover the full Vehicle Intelligence portfolio:
Axon Outpost, Lightpost, Fleet, Fusus, ALPR, and future Vehicle Intelligence capabilities, across all customers, not a single region.

You are the product expert inside Customer Success. CSMs stay close to the account and keep the 10,000‑foot view. You come in with product depth, enablement, and internal resources so customers actually get value from what they bought, and so CSMs and reps can be proactive and customer‑first without having to become VI specialists themselves.

You will design structured adoption strategies, run user groups and other engagement programs, enable CSMs and Sales Reps at scale, manage complex escalations, and partner with Product, Sales, Marketing, and Support. You also help hold statewide partnership and API/integration standards together so agencies can connect and stay compliant as the portfolio evolves.

Location: Axon Hub - Scottsdale, Boston, Seattle, Atlanta, or New York, and on the road 30-40% of time
Reports to: Mary-Madison Phillips, Senior Customer Success Operations Manager

• Develop and maintain deep subject‑matter expertise across Outpost, Lightpost, Fleet, Fusus, and ALPR.
• Serve as an internal and external resource for product capabilities, use cases, and competitive positioning.
• Collaborate with Product and Marketing on consistent messaging, webinars, and case studies that highlight adoption wins and new feature launches.

• Build and maintain enablement for CSMs and Reps on Vehicle Intelligence, including a clear VI 101 / fundamentals path, playbooks, and engagement guides.
• Spot adoption gaps and repeat issues early (usage data, CSM and rep signal, industry/ALPR climate) and turn them into enablement or product feedback, not one-off fire drills.
• Equip CSMs to get the ball rolling with customers. Then bring you in for depth, clarifying questions, and the internal resources to move things. This is not owning the sale or the account.
• Partner with Product and Sales so customer insights, success stories, and usage trends get captured and shared.
• Participate in roadmap discussions with front‑line product insight.
• Represent customer, CSM, and sales-field needs in internal forums around adoption, experience, and long‑term product satisfaction.

• Lead adoption initiatives and engagement programs for all Vehicle Intelligence products, across the full customer base.
• Design and deliver structured customer engagement, including:
  • Product webinars / releases
  • Regional and virtual user groups
• Build and strengthen the product‑specific POC network (supervisors, administrators, and strategic operational users).
• Enable CSMs to guide customers from onboarding through advanced usage and advocacy.
• Lead a Vehicle Intelligence Product User Group experience so customers can share best practices and feed…