Senior Product Customer Success Manager, AI Automation

Senior Product Customer Success Manager, AI Automation

Be among the first 25 applicants.

Reports to:

Director, Customer Success Services

Location:

Remote – U.S. (Preferred: Central or Mountain Time Zone)
Travel: 20-30%

At Axon, we’re on a mission to protect life, capture truth, and accelerate justice. The Customer Success Services (CSS) team simplifies, amplifies, and scales Axon’s Customer Success impact by driving product adoption, optimizing workflows, and enabling operational excellence across global customers. As our first Digital Customer Success Manager, you’ll pioneer the use of Salesforce Agentforce and AI automation to power intelligent, scalable Customer Success programs.

• Implement and operationalize Salesforce Agentforce for Product Success, building the foundation for AI‑driven customer engagement and workflow automation.
• Design and execute scaled adoption programs across AI Era and additional product lines.
• Develop standardized engagement templates, workflows, and metrics dashboards to support proactive lifecycle management.
• Build digital product pathways and automated playbooks that deliver tailored success content to customers.

• Partner with Product Success Managers and CSMs to translate human‑led programs into AI‑assisted digital experiences.
• Collaborate with Product, Data, and Marketing to build AI‑based insights dashboards that power predictive outreach and adoption tracking.
• Configure and manage journey logic and engagement triggers within SF Agentforce for timely, relevant customer interactions.
• Pilot new AI engagement models that improve retention, adoption, and customer satisfaction.

• Create the AI‑enabled Success Infrastructure supporting all Axon products, starting with AI Era.
• Establish standard frameworks for automated health alerts, digital check‑ins, and proactive success nudges.
• Analyze adoption and engagement data to continuously improve automation logic and content effectiveness.
• Increase efficiency by reducing manual workloads and driving system‑based engagement at scale.

• Train Product Success Managers and CSMs on AI and Salesforce Agentforce usage.
• Build enablement materials, process documentation, and success playbooks for scaled programs.
• Partner with Product Engineering, Product Marketing, and Customer Success teams to align messaging, content, and customer insights.
• Represent the CSS team in AI enablement design and innovation discussions.

• 6+ years of experience in Customer Success, Program Management, or Scaled Enablement in a SaaS or hardware/software environment.
• Experience designing or managing digital or automated customer engagement programs (e.g., lifecycle campaigns, digital CS, community engagement).
• Proficiency in Salesforce; familiarity with SF Agentforce, Einstein, or similar AI/automation tools preferred.
• Demonstrated success building scalable, data‑driven workflows that enhance adoption and reduce manual effort.
• Understanding of Axon’s AI Era and Draft One products, or strong ability to quickly learn complex SaaS solutions.
• Excellent project management and cross‑functional collaboration skills with Product, Engineering, and various data teams.
• Analytical ability to interpret engagement and usage data and translate insights into actionable strategies.
• Exceptional communication, facilitation, and documentation skills—comfortable driving alignment across technical and non‑technical audiences.
• Self‑starter with curiosity, adaptability, and a passion for shaping the future of Customer Success.

• Experience with Tableau, Gainsight, Jira, or Quip.
• Prior involvement in implementing or scaling AI or automation platforms in a Customer Success or Product Operations function.
• Familiarity with customer journey mapping, digital success KPIs, and health score frameworks.
• Knowledge of Axon’s product ecosystem or public safety technology.

This role defines the future of Customer Success ’ll help build a…