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Job Description
Axon is seeking a Director of Customer Success, Enterprise, to lead a team of Strategic Customer Success Managers. This role involves coaching and developing team members, identifying business opportunities, and working cross-functionally to execute new programs. The Director will report to the Senior Vice President of Enterprise Sales and manage 6-8 Customer Success Managers.
Role Involves:
- Building customer relationships and acting as an escalation point.
- Reporting on team KPIs and tracking progress.
- Building strategic programs to increase adoption and customer satisfaction.
- Holding team members accountable for operational rigor and KPIs.
- Communicating team progress to senior leaders.
- Identifying risk and opportunity within the customer portfolio.
- Establishing and tracking individual CSM career development goals.
- Recruiting, developing, and retaining talent.
- Maintaining cross-functional relationships with internal partners.
- Monitoring customer risk and serving as the point of contact for escalations.
- Building processes that promote operational efficiencies.
Requirements:
- Bachelor’s degree or higher.
- 6+ years of relevant work experience in customer success, sales, or account management.
- 3+ years of management and leadership experience.
- Understanding of the SaaS customer journey.
- Track record of implementing processes that promote operational efficiencies.
- Proven ability to hit and exceed measurable goals.
- General knowledge of project management practices.
- Proven track record of cross-functional collaboration.
- Ability to demonstrate increased revenue through Customer Success-related tasks.
- Demonstrated ability to leverage qualitative data for improvement.
Axon offers:
- Competitive salary and 401k with employer match.
- Discretionary paid time off.
- Paid parental leave.
- Medical, Dental, Vision plans.
- Fitness Programs.
- Emotional & Mental Wellness support.
- Learning & Development programs.
