Vice President, Customer Success

Location:

Scottsdale, Arizona, United States

Our Customer Success team has built deep customer relationships, navigated complex challenges, and become a critical partner to agencies using Axon's growing portfolio of products. As Axon continues to scale, this team is ready for its next stage of maturity.

Your mandate is to build on that strong foundation and transform how we operate  will spend meaningful time with customers and our teams in the field, deeply understand their experience, and translate what you learn into better processes, clearer operating rhythms, stronger product adoption, and more proactive customer engagement.

This role requires both strategy and execution. We are looking for a leader who can define what world‑class Customer Success looks like at Axon—and then roll up their sleeves to build the processes, systems, talent, and accountability required to deliver it.

Customer Success should be the bridge between what our customers purchase and the value they ultimately experience: driving adoption, strengthening relationships, anticipating risk, managing escalations, and ensuring we deliver a consistently exceptional customer experience.

Location: Axon Hub — Scottsdale, Boston, Seattle, Atlanta, or New York

Travel Requirements: 30–40%
Reports to: Executive Vice President, US Public Safety Sales
Direct Reports: 6–10 Directors, Senior Managers, and Managers of Customer Success

• Lead and develop an approximately 100‑person Customer Success organization through a team of Directors, Senior Managers, and Managers
• Build a strong leadership bench with clear expectations, accountability, coaching, and succession planning
• Establish career paths and performance standards that help our people grow and our strongest talent thrive
• Create a culture that combines customer obsession, ownership, high performance, and teamwork
• Ensure leaders stay close to their teams and customers while building the structure required to operate effectively at scale

• Spend significant time in the field with customers and CSMs to deeply understand the customer experience
• Build trusted executive relationships with strategic customers and serve as an escalation point when needed
• Develop a deep understanding of Axon’s products, customer workflows, and the outcomes our customers are trying to achieve
• Ensure Customer Success represents the voice of the customer across Axon
• Build mechanisms to identify customer risk, adoption gaps, and emerging issues before they become escalations
• Turn recurring customer feedback and challenges into systemic improvements

• Assess our existing Customer Success processes and determine what should be preserved, improved, standardized, automated, or rebuilt
• Create clear and repeatable processes for customer health, account planning, adoption, escalations, risk management, and executive engagement
• Define the right operating rhythms, KPIs, dashboards, and accountability across the organization
• Improve how we use Salesforce, Gainsight, product usage data, NPS, CSAT, and Voice of Customer signals to manage the business
• Build scalable playbooks while maintaining the flexibility required to serve complex public safety customers
• Identify where responsibilities or customer experiences fall between teams and drive cross‑functional solutions
• Own the Customer Success budget, headcount strategy, and organizational design as the business grows

• Make product adoption and realized customer value core measures of Customer Success
• Build programs that help customers successfully adopt Axon's expanding portfolio of products
• Partner with Product to identify adoption…