Director of Customer Success, Enterprise

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.Responsibilities:

• Build customer relationships and act as an escalation point.
• Report on team KPIs and track progress towards goals.
• Build strategic programs to increase adoption and customer satisfaction.
• Hold team members accountable for operational rigor and KPIs.
• Communicate team progress and customer portfolio status to senior leaders.
• Identify risk and opportunity within the customer portfolio.
• Establish and track individual CSM career development goals.
• Recruit, develop, and retain talent.
• Maintain cross-functional relationships with sales, customer loyalty, marketing, and product teams.
• Monitor customer risk and serve as the point of contact for escalations.
• Build processes that promote operational efficiencies.

Requirements:

• Bachelor’s Degree or equivalent experience.
• 6+ years of relevant 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 (NPS, adoption, ARR).
• 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.

Benefits:

• 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
• Snacks in offices