Director of Customer Success, Enterprise

The Director of Customer Success at Axon leads a team of Strategic Customer Success Managers, driving initiatives to enhance customer satisfaction and product adoption. Key responsibilities include developing strategic programs, managing customer relationships, tracking KPIs, and cultivating a high-performance culture focused on continuous improvement.

To qualify for the Director of Customer Success role at Axon, candidates should have a Bachelor’s degree or higher, along with at least 6 years of relevant experience in customer success or sales. Additionally, prior management experience and a strong understanding of the SaaS customer journey are crucial for success in this role.

In the Director of Customer Success role at Axon, you will play a crucial part in aligning customer success objectives with Axon's mission to protect lives. By fostering strong customer relationships, implementing effective processes, and improving operational efficiencies, you'll directly contribute to customer retention and increased revenue.

The Director of Customer Success at Axon directly oversees a team of 6-8 Customer Success Managers. In this capacity, you will coach your team members, set performance goals, and help them navigate their career development while ensuring they meet operational standards aligned with company objectives.

Axon provides a comprehensive benefits package for the Director of Customer Success, including competitive salaries, a 401k with employer match, paid time off, medical and dental plans, and professional development programs. The company is also committed to supporting the mental and emotional wellness of its employees.

When prioritizing customer needs, focus on gathering and analyzing customer feedback to understand their pain points. Use this data to implement solutions that enhance customer experience and align with the company’s strategic goals.

My leadership style is collaborative and supportive, which fosters team growth. By empowering my team members through regular feedback and coaching, I ensure they maintain high performance and feel valued in their contributions.

To improve customer satisfaction, I would analyze feedback data to identify trends, implement proactive outreach strategies, and establish clear communication channels with clients to ensure their needs are met in a timely manner.

Measuring the success of my team involves tracking key performance indicators such as Net Promoter Score (NPS), customer retention rates, and adoption metrics, ensuring the team meets established goals while continuously refining our processes.

I once dealt with a dissatisfied customer by promptly addressing their issues and implementing a tailored action plan. This included regular check-ins and ensuring their concerns were prioritized, ultimately transforming them into one of our most dedicated advocates.

Cross-functional teams enhance customer success by ensuring all departments work together towards common goals. Communication between sales, marketing, and product teams is vital for understanding customer needs and delivering a cohesive service.

I would first have a one-on-one conversation to understand the challenges they’re facing. By providing constructive feedback, defining clear performance goals, and offering ongoing support, I can help them improve their performance effectively.

My approach to handling escalations involves staying calm and actively listening to the customer’s concerns. By recognizing their urgency and employing internal resources, I aim to resolve issues swiftly while maintaining the customer's trust and satisfaction.

Encouraging accountability starts with setting clear expectations and performance metrics for my team. Regularly reviewing these metrics, providing feedback, and celebrating achievements fosters a culture of personal responsibility and collective success.

The most important trait is empathy. Understanding and anticipating customer needs ensures we provide tailored solutions that not only resolve immediate issues but also build long-term trust and loyalty.