Senior Manager, Customer Success

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.

As of October 1, 2025, Prepared has officially joined forces with Axon—a major milestone for both our teams and the public safety community. United by a shared mission to Protect Life, Axon and Prepared are ushering in a new era of AI-powered emergency communications. Together, we're closing the gap between the first call for help and resolution in the field-empowering responders with the clarity they need when every second counts.

911 is the backbone of public safety in America. But for too long, the professionals answering our calls have been let down by outdated technology. Prepared exists to change that. Since launching in 2021, we've used cutting‑edge AI to help streamline millions of emergency calls across 49 states, supporting over 90 million people and transforming what's possible in crisis response.

At Prepared, you're not just joining a team—you're helping shape the future of emergency services and building a safer, more connected world.

As the Senior Manager, Customer Success you will lead, develop, and empower a team of Customer Success Managers responsible for driving exceptional outcomes for Prepared's customers. You will oversee customer lifecycle strategy, ensure scalable and consistent execution across the CSM function, and partner cross‑functionally to continually improve the customer experience. Your expertise in Customer Success combined with your leadership experience will enable your team to build strong, lasting customer relationships and deliver measurable impact.

• Lead, mentor, and coach a high‑performing team of Customer Success Managers, fostering a culture of accountability, collaboration, and continuous improvement.
• Establish clear performance expectations, KPIs, and development plans to support CSM growth and long‑term career progression.
• Provide guidance on complex customer scenarios, ensuring the team has the support and resources needed to deliver exceptional service.

• Own and operationalize the strategy for customer retention, growth, and value realization across Prepared's customer base.
• Design, refine, and scale processes, playbooks, and frameworks that enable consistent, proactive engagement from CSMs.
• Partner with leadership to forecast retention, expansion, and customer health metrics; present trends and recommendations for improvement.

• Ensure CSMs build deep, trusted relationships with key customer stakeholders by understanding their operational needs, challenges, and goals.
• Support escalation management by guiding CSMs through high‑complexity or high‑visibility customer issues.
• Maintain visibility into the health of top accounts and intervene strategically when necessary.

• Act as a senior advocate for the customer within Product, Engineering, Support, and GTM teams, ensuring feedback loops are strong and action‑oriented.
• Influence product roadmap decisions by synthesizing customer insights gathered from CSMs into clear, high‑impact recommendations.
• Partner with Sales on expansion strategy and with Implementation/Support on seamless customer lifecycle transitions.

• Oversee customer usage, adoption, and health metric tracking; drive data‑informed improvements to customer outcomes.
• Lead quarterly customer reviews, internal business reviews, and reporting on team performance and customer trends.
• Strengthen risk mitigation strategies and standardize early‑warning signals for churn or declining engagement.