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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 team members, identifying business opportunities, and developing strategic 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 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 for 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 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.
