Senior Customer Success Manager, Prepared Axon

Overview

Join Axon and be a Force for Good. At Axon, we're on a mission to Protect Life. We pursue society's most critical safety and justice issues with our ecosystem of devices and cloud software. We value candor and 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.

About Prepared by Axon:
As of October 1, 2025, Prepared joined Axon to advance AI-powered emergency communications and public safety technology, uniting teams around a shared mission to Protect Life. Prepared exists to change how emergency calls are handled and how responders receive clarity in critical moments.

As a Customer Success Manager (CSM), you will play a pivotal role in ensuring customer satisfaction and driving long-term success. You will act as the primary point of contact for our customers, helping them maximize the value of our solutions and services. Your understanding of public safety operations, particularly in the 911 space, and commitment to world-class service will help us build lasting partnerships and tangible outcomes.

Please note: Travel requirement is approximately 5-10% travel
, generally consisting of one overnight trip per month
.

• Customer Relationship Management
  :
  Maintain and nurture strong, long-term relationships with customers by understanding their unique needs, challenges, and goals.
• Advocate for Customers
  :
  Serve as the voice of the customer within the organization, collaborating with product, support, and engineering teams to ensure customer feedback is integrated into future development.
• Proactive Engagement
  :
  Regularly check in with open customers to anticipate their needs, identify challenges, opportunities for expansion, and offer solutions to improve their experience.
• Product Expertise
  :
  Become a Prepared platform subject matter expert educating customers on the best ways to fully leverage all features to meet their operational needs.
• Customer Retention & Growth
  :
  Focus on customer retention by ensuring high satisfaction and identify opportunities for upselling or cross-selling additional solutions that can further enhance their outcomes.
• Performance Tracking & Reporting
  :
  Monitor customer usage metrics and proactively address any areas for improvement, ensuring customers are achieving their goals and adhering to best practices.
• Issue Resolution
  :
  Triage and resolve customer issues in collaboration with the technical support team, providing prompt solutions and maintaining a positive customer experience.
• Customer Success Strategy
  :
  Assist in refining and implementing the customer success strategy, tailoring initiatives to customer needs.

• Experience
  : 5-7+ years in customer success, account management, or a related field responsible for customer retention and expansion, preferably in the SaaS or public safety industries.
• Communication Skills
  :
  Excellent written and verbal communication, with the ability to translate complex concepts into clear, actionable insights.
• Problem-Solving
  :
  Strong analytical skills and the ability to creatively solve customer needs and drive product adoption.
• Relationship Building
  :
  Proven track record of fostering relationships with key decision-makers and stakeholders.
• Adaptability
  :
  Comfortable working in a fast-paced startup environment with a willingness to adapt and grow alongside the company.
• Tech-Savvy
  :
  Ability to quickly learn and become proficient in new technologies and systems.
• Customer-Centric
  :
  Passion for helping customers succeed, with a proactive and empathetic approach to addressing their needs.
• Nice to have
  : direct experience in the 911 space or at a company that supports 911 services (e.g., emergency call handling, dispatch technology, or related public safety communications systems).

This role is fully remote within the United States.

Axon offers a comprehensive total compensation package
, which includes base salary, a generous annual bonus, and company equity. The starting base pay for this role ranges from $120,000 to $145,000
, depending on geographic market. The actual base salary…