Senior Customer Success Manager, Enterprise - job 1 of 4

As a Senior Customer Success Manager, Enterprise at Axon, your responsibilities include developing strategic success plans for enterprise customers, driving product adoption, tracking engagement metrics, managing escalations, and collaborating across functional teams. You'll act as a trusted advisor to ensure that customers achieve their desired outcomes and share insights during regular business reviews.

To be successful as a Senior Customer Success Manager at Axon, candidates should have at least a Bachelor’s degree or equivalent experience, with 5+ years in customer-facing roles and at least 3 years managing enterprise-level customers in a Customer Success or Account Management capacity. Strong project management skills and the ability to influence customer decisions through data-driven insights are also essential.

Axon is committed to the professional growth of its employees. As a Senior Customer Success Manager, you will have opportunities to lead customer strategies, mentor junior staff, and participate in learning and development programs. The dynamic environment at Axon encourages you to constantly improve and develop your skills while making a tangible impact.

Working at Axon as a Senior Customer Success Manager means being part of a fast-paced, collaborative environment that values diverse perspectives. You'll interact with cross-functional teams, share insights with both customers and internal leadership, and be supported by a culture that fosters inclusion, safety, and continuous improvement.

Axon offers competitive salary packages, a 401k with employer match, and various health benefits including medical, dental, and vision plans. Additional perks include discretionary paid time off, paid parental leave, fitness programs, and a supportive work atmosphere that aligns with the mission to Protect Life.

In your response, discuss specific strategies you employed to enhance customer satisfaction and retention. Highlight examples of successful relationship management and how you addressed complex issues to provide value to your clients.

Mention the tools and metrics you utilize to assess customer engagement. Consider discussing how you analyze data to identify trends and areas for improvement, and how you leverage this information to elevate the customer experience.

Provide an example that illustrates your problem-solving and communication skills. Focus on the steps you took to understand the customer’s concerns, how you involved relevant teams, and how the resolution positively impacted the customer relationship.

Discuss specific mentoring activities you’ve conducted. Emphasize the importance of knowledge sharing, providing feedback, and how you assist juniors in developing their skills to contribute effectively to customer success.

Explain your approach to understanding customer goals and how you create tailored success plans. Include examples of how you proactively communicate and follow up to support their milestones and objectives.

Illustrate your experience working with different departments like Product and Sales. Describe your methods for advocating for customer needs and how you bridge communications between teams to ensure alignment and successful outcomes.

Discuss the resources you leverage, such as industry news, customer feedback, and networking. Emphasize your commitment to ongoing learning and how this benefits your role as a Senior Customer Success Manager.

Articulate how data informs your decision-making processes. Include examples of how analytics and metrics drive your strategies for customer retention, adoption, and improved communication.

Describe an initiative focusing on customer training or resources that enhanced user engagement. Talk about the planning process, execution, and measurable outcomes of the program.

Discuss the importance of tailoring your communication based on customer profiles and needs. Highlight your strategies for building rapport and effectively conveying complex information in an accessible manner.