Director of Customer Success – Enterprise
| Company | Axon |
|---|---|
| Location | Boston, MA, USA, Seattle, WA, USA, San Francisco, CA, USA, Scottsdale, AZ, USA, Denver, CO, USA, Atlanta, GA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior, Expert or higher |
Requirements
- Bachelor’s Degree or equivalent years of experience
- 6+ years of relevant work experience within customer success, sales, or account management
- 3+ years of previous management and leadership experience in a similar role
- A good understanding of the SaaS customer journey, customer onboarding, account management (Salesforce, Gainsight and SaaS experience a plus)
- Track record of implementing processes that promote operational efficiencies or solve known issues
- Proven ability to hit and exceed a measurable goal (NPS, adoption, ARR)
- General knowledge of project management practices and procedures a plus
- Proven track record of cross-functional collaboration with emphasis on communicating customer feedback to internal partners
- Ability to demonstrate increased revenue through Customer Success-related tasks
- Demonstrated ability to leverage qualitative data to identify areas for improvement and implement positive outcomes
Responsibilities
- Lead a team of Strategic Customer Success Managers that manage Axon’s largest customers
- Coach and develop team members on a regular basis
- Identify opportunities that will increase the business and financial impact of the team
- Work cross-functionally to develop and execute new programs
- Build customer relationships and act as an escalation point for items that may put customers at risk
- Maintain operational rigor around reporting on team KPIs, tracking to goals and reporting to senior leaders
- Build strategic programs to increase adoption/customers satisfaction/NPS
- Hold team members accountable for operational rigor and KPIs and goals
- Communicate team progress and the state of a broad customer portfolio with senior leaders
- Establish and track individual CSM career development goals through IDPs with quarterly reviews and career pathing
- Recruit, develop and retain the best talent
- Maintain and foster excellent cross functional relationships throughout the Axon ecosystem
- Monitor customer risk and serve as the point of contact for escalations
- Build common sense processes that promote operational efficiencies
Preferred Qualifications
- SaaS experience a plus
- General knowledge of project management practices and procedures a plus