Senior Customer Success Manager, Enterprise

The Senior Customer Success Manager, Enterprise at Axon has a wide range of responsibilities including engaging with customers through regular calls, documenting customer progress towards goals, managing escalations, and collaborating with marketing and training teams. The role aims to promote product adoption and ensure that customers are realizing the full benefits of Axon’s offerings.

To qualify for the Senior Customer Success Manager, Enterprise position at Axon, candidates should have a bachelor’s degree along with at least 3 years of customer-facing experience and 2 years dealing with enterprise-level customers. Strong project management skills, excellent communication abilities, and a proven track record in customer engagement are also essential.

Axon is committed to the growth and development of its employees, including Senior Customer Success Managers. They offer learning and development programs to help you enhance your skills, along with emotional and mental wellness support to improve overall employee well-being.

The environment at Axon is fast-paced and collaborative. As a Senior Customer Success Manager, you can expect to work remotely from the Boston office while also being on the road 30-40% of the time. The team values diverse perspectives and emphasizes teamwork to address critical safety and justice issues.

Axon values individuals who are self-motivated, team-oriented, and focused on exceeding customer expectations. A demonstrated ability to handle high-stress situations and a track record of implementing process improvements within large organizations are also highly regarded in this role.

When answering this question, emphasize any direct interactions you’ve had with enterprise clients and highlight your understanding of their specific needs. Discuss your successful strategies for engagement and any measurable outcomes or improvements that resulted from your efforts.

In your response, outline your process for gathering information from clients, including their goals and challenges. Mention how you document and track these plans, and provide examples of how these plans effectively facilitated customer progress.

Discuss specific tactics you've employed to monitor engagement and provide actionable feedback to customers. Highlight how you communicate best practices and drive follow-ups to ensure clients are maximizing their usage of the platform.

Explain your approach to conflict resolution, focusing on open communication, empathy, and proactive problem-solving. Provide an example of a past experience where you successfully turned a negative situation into a positive outcome.

Effective communication is critical in ensuring that customers understand product features and feel supported in their use of them. Discuss your communication style and share examples of how you’ve built strong relationships with clients through consistent and transparent dialogue.

Talk about your organizational skills and methodologies, such as project management tools or systems you utilize to track requests and issues. Provide details on how these methods have led to your success in managing diverse client needs.

Share a specific instance where customer insights you gathered led to product changes or improvements. Explain how you communicated this feedback internally and the impact it had on the team or the product offering.

Identify key performance indicators you focus on, such as customer satisfaction scores, product adoption rates, or Net Promoter Score (NPS). Discuss how you analyze these metrics to refine your customer success strategies.

Describe your method for addressing escalations, including how you assess the situation, communicate with the customer, and coordinate with internal teams to resolve issues swiftly. Provide an example demonstrating your successful escalation management.

Convey your passion for Axon's mission of Protecting Life and discuss how it aligns with your personal values. Share specific aspects of the company culture or its products that resonate with you, and how you see yourself contributing to its goals.