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Senior Customer Success Manager I

Axon is on a mission to Protect Life and is seeking a Senior Customer Success Manager to build strategic partnerships with larger customers.

Skills

  • Project management
  • Data analysis
  • Communication skills
  • Organizational skills
  • Customer engagement

Responsibilities

  • Engage with customers through regular calls and business reviews
  • Monitor and manage adoption metrics
  • Create success plans for customers
  • Manage escalations and act as the point of contact for critical issues
  • Work closely with marketing and training teams for customer support

Education

  • Bachelor's degree or equivalent work experience

Benefits

  • Competitive salary and 401k with employer match
  • Discretionary paid time off
  • Paid parental leave
  • Medical, Dental, Vision plans
  • Fitness programs
  • Emotional and mental wellness support
  • Learning and development programs
To read the complete job description, please click on the ‘Apply’ button
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Average salary estimate

$100000 / YEARLY (est.)
min
max
$80000K
$120000K

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What You Should Know About Senior Customer Success Manager I, Axon

Join Axon and be a force for good as a Senior Customer Success Manager in Dallas, Texas! At Axon, we're not just about creating cutting-edge technology to protect life; we’re all about fostering meaningful relationships with our clients to drive impactful change. Imagine being at the forefront of public safety, collaborating with some of the most influential organizations while working in a vibrant, challenging, and fast-paced environment. You'll be the main point of contact for our larger customers, understanding their unique workflows and organizational structures to support them in achieving their operational goals through Axon's innovative products. A crucial part of your role involves collaborating across multiple teams, sharing insights from customer feedback to help shape our product roadmaps. On any given day, you might be engaged in strategic calls, monitoring customer adoption metrics, creating tailored success plans, or troubleshooting issues that arise. You'll wear many hats—project manager, product expert, consultant—all while ensuring that our clients feel confident in their daily operations with Axon’s solutions. It's a role that requires exceptional organizational skills, an analytical mindset, and a strong focus on enhancing customer experiences. With a competitive salary and an array of benefits, including generous paid leave and wellness support, this is the opportunity to grow your career while making a real difference. At Axon, we value diversity and inclusivity, so even if you don't meet every single requirement, we encourage you to apply. Come be part of a team that's redefining the landscape of safety and justice.

Frequently Asked Questions (FAQs) for Senior Customer Success Manager I Role at Axon
What are the main responsibilities of a Senior Customer Success Manager at Axon?

As a Senior Customer Success Manager at Axon, you will be responsible for building long-term and strategic partnerships with our larger customers. Your daily tasks will include engaging with clients through calls and business reviews, monitoring and managing customer adoption metrics, creating success plans, overseeing escalations, and communicating progress updates to senior leadership. You'll also collaborate with internal teams to ensure proper product implementation and offer training resources to customers.

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What qualifications are required for the Senior Customer Success Manager position at Axon?

To qualify for the Senior Customer Success Manager role at Axon, candidates should have at least a Bachelor's degree or equivalent work experience, along with 5+ years in customer-facing roles and 2+ years specifically with Enterprise-level customers. Strong project management skills, familiarity with data-analysis tools for tracking product engagement, and excellent communication abilities are also crucial to thrive in this position.

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How does Axon promote a positive work environment for its employees?

Axon is committed to creating an inclusive and positive work environment, prioritizing employee well-being and satisfaction. This includes offering a diverse range of benefits like competitive salaries, comprehensive health plans, discretionary paid time off, parental leave, and wellness support programs. The company fosters a workplace culture that values diverse perspectives and aims for collective growth while supporting individuals in their personal and professional development.

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What does success look like for a Senior Customer Success Manager at Axon?

Success for a Senior Customer Success Manager at Axon is measured by your ability to effectively enhance customer relationships and ensure successful product adoption. Achieving set operational goals, demonstrating process improvements, and facilitating effective communication across departments to manage customer needs will showcase your effectiveness in the role. Building trust and providing exceptional support to clients will ultimately lead to improved satisfaction and loyalty.

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What travel requirements are associated with the Senior Customer Success Manager role at Axon?

The Senior Customer Success Manager position at Axon requires an estimated travel commitment of 25-30%. This travel is primarily for engaging with customers, conducting training sessions, and fostering in-person relationships. Candidates must be prepared to travel within Texas and potentially within the surrounding states.

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Common Interview Questions for Senior Customer Success Manager I
How have you successfully built relationships with enterprise-level customers?

To effectively answer this question, focus on specific examples from your past experiences where you nurtured relationships with important clients. Discuss your strategies for understanding their needs, maintaining regular communication, and demonstrating value. Highlight how these efforts led to successful outcomes and strengthened partnerships.

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Can you describe a challenge you faced in managing a customer account and how you overcame it?

When responding to this question, consider a situation where you encountered a customer's specific challenge, such as resistance to product adoption or a complex issue affecting their operations. Explain the steps you took to assess the problem, coordinate with internal teams, and provide solutions, culminating in a successful resolution that showcased your problem-solving skills.

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What methods do you use to track customer success and ensure product adoption?

In your answer, detail specific tools and metrics you utilize to monitor customer success, such as tracking adoption rates or feedback questionnaires. Highlight the importance of data analysis in identifying trends, understanding customer needs, and adjusting strategies accordingly to ensure clients are receiving the full value of Axon's products.

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How do you prioritize multiple requests from different customers effectively?

To tackle this question, explain your approach to task management and prioritization. You might discuss how you assess the urgency and impact of customer requests, communicate transparently with clients about timelines, and use project management tools to stay organized and responsive.

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What strategies do you implement for onboarding new customers?

Discuss your onboarding strategies, which might include setting clear expectations, creating tailored training plans, and providing comprehensive resource materials. Emphasize your ability to personalize the onboarding experience based on the customer’s specific needs and ensuring that they are comfortable with the product from day one.

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How would you handle a situation where a customer is unhappy with the product?

Show your conflict resolution skills by describing how you would listen actively to the customer's concerns, express empathy, and assure them that you're committed to finding a solution. Discuss your process for escalating the issue when necessary and how you would follow up to ensure their satisfaction post-resolution.

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Can you give an example of how you have improved a process for a customer?

Prepare a response that showcases a tangible result from a process improvement initiative. Detail the issue at hand, the steps you implemented to streamline the process, and the positive outcomes for the customer and the organization, demonstrating your impact in a measurable way.

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What role do collaboration and communication play in customer success at Axon?

Discuss the importance of cross-functional collaboration in customer success roles. Explain how working closely with marketing, product development, and support teams enables you to address customer needs more effectively and leads to improved product offerings. Provide examples if possible.

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What inspires you about working in customer success at a company like Axon?

To answer this question, articulate your passion for working at the intersection of technology and public service. Reflect on the meaningful impact that Axon's mission to protect life means to you personally and how you connect your professional goals with the company's values.

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How do you stay updated on industry trends and best practices?

Demonstrate your commitment to continuous learning by explaining how you engage with industry publications, attend relevant workshops or webinars, and participate in professional networks. Mention any specific resources that help you stay informed and how this knowledge enhances your effectiveness in the customer success role.

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Axon is an American company based in Scottsdale, Arizona. We have made it our mission to protect human life by developing technology and weapons products for military, law enforcement, and civilians.

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FUNDING
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
SALARY RANGE
$80,000/yr - $120,000/yr
EMPLOYMENT TYPE
Full-time, on-site
DATE POSTED
March 13, 2025

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