Senior Customer Success Manager, Puerto Rico

Join Axon and be a Force for Good. At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other. Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter. Your Impact: - The Senior Customer Success Manager will work Axon’s larger customers to build long-term, strategic partnerships. You will work closely with your clients to understand their workflows, organizational structures and overall requirements. As their main point of contact, your customers will lean on you to provide best practices and to help them achieve their operational goals through the use of Axon’s products. - You will also work closely with multiple cross-functional teams by providing invaluable insight into customers’ needs and challenges, helping influence and guide internal product road-maps and projects. - As someone that wears multiple hats, from project management to product expert to consultant, you will continually be focused on making your customers more efficient and more confident within their daily workflows. What You'll Do Location: Puerto Rico (Remote) Reports to: Director, Customer Success Travel: 25-35% - Relationship Management - Builds trusted partnerships with command staff, procurement, and training leads. - Facilitates executive business reviews (QBRs, annual ROI conversations). - Customer Onboarding & Expectation Management - Sets the tone for the partnership and develops trusted relationship with customer - Ensures the customer understands timelines, delivery scope, key contacts. - Translates deployment goals into success criteria (e.g., officer adoption, training outcomes). - Internal Alignment - Acts as a liaison between Sales, Professional Services, Support, and the customer. - Ensures Professional Services deliverables align with broader customer goals. - Risk Identification - Flags any early signs of friction, dissatisfaction, or resource gaps. - Prepares the path for smooth transition from deployment to adoption phase. - Adoption & Value Realization - Develops a deep understanding of Axon’s product line and ensure proper implementation in every customer’s environment - Create success plans for your customers and document customer progress toward established goals and results - Tracks product adoption - Drives usage insights (e.g., reports on activations, training compliance, policy impact). - Supports rollout planning for new cohorts or use cases. - Work closely with Axon’s marketing and training teams to conduct regular training webinars and calls - Learn and share industry best practices in order to solve customer needs - Issue Escalation & Coordination - Not a first-line support agent, but ensures high-impact issues are addressed cross-functionally. - Coordinates with Support, PS, Legal, or Product if needed. - Manage escalations closely, acting as the quarterback for all critical issues and ensuring multiple internal teams are aligned - Renewals & Expansion Enablement - Prepares the account for renewal discussions by demonstrating impact. - Flags upsell/cross-sell opportunities to Sales (e.g., body-worn cameras, Fusus, VR training). - Voice of the Customer (VoC) - Collects feedback on product usability, training effectiveness, support responsiveness. - Funnels feedback to Product teams to influence roadmap or services. - Engage with your customers through regular calls, business reviews and daily needs What You Bring - Bachelor's degree or equivalent work experience - Spanish/English bi-lingual - 5+ years’ working in a customer-facing role and 3+ years working with Enterprise-level customers - Strong project management skills with a proven system for tracking multiple customer requests, issues and strategic plans - A proven track record of leading process improvements within large organizations - Previous experience tracking product adoption and customer engagement through data-analysis tools - Self-motivated, team-oriented, responsible, and focused on exceeding customer expectations - Exceptional organizational, presentation, and communication skills, both verbal and written - Demonstrated ability to deal with change and excel in high-stress situations Don’t meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve. Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles. Important Notes The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions. Some roles may also require legal eligibility to work in a firearms environment. We collect personal information from applicants to evaluate candidates for employment. You may request access, deletion, or exercise other CCPA rights at axongreenhousesupport@axon.com or via our Axon Privacy Web Form. For more information, please see the Your California Privacy Rights section of our Applicant and Candidate Privacy Notice. Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment. We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email recruitingops@axon.com. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes. Phishing alert: Axon will never ask you to pay for any part of the hiring process, including training, equipment, or background checks. We do not make job offers via text message, WhatsApp, or instant messaging platforms without a formal interview process. All legitimate job openings are listed on our official careers page at https://www.axon.com/careers. If you receive a suspicious offer or outreach from an email address that is not @axon.com, or if you are asked for sensitive personal information (bank details, Social Security Number) prematurely, please ignore the message and report it to recruitingops@axon.com.