Overview As VP of Customer Success, lead a 100-person team serving U.S. Public Safety customers, shaping how Axon delivers value at scale. You will blend strategy with hands-on execution to build processes, operating rhythms, and talent that drive adoption, reduce risk, and exceptional customer experience. You'll spend time in the field, turning customer insights into systemic improvements while partnering with cross-functional teams to scale outcomes and customer impact.
Compensation / Benefits- Competitive salary
- 401k with employer match
- Discretionary PTO
- Paid parental leave
- Medical, Dental, Vision
- Fitness programs
Responsibilities- Lead and develop a 100-person CS organization across multiple locations, including Directors and Managers
- Establish clear expectations, coaching, succession planning, and performance standards
- Create a culture of customer obsession, ownership, high performance, and teamwork
- Gain deep understanding of customer needs by spending time in the field and with executive relationships
- Identify risk, adoption gaps, and emerging issues; convert feedback into systemic improvements
- Assess and redesign CS processes for health, adoption, escalations, risk management, and executive engagement
- Define operating rhythms, KPIs, dashboards, and accountability across the org
- Optimize Salesforce, Gainsight, product usage data, NPS/CSAT signals to manage the business
- Build scalable playbooks while accommodating complex public safety customers
- Own CS budget, headcount planning, and organizational design
- Drive adoption and customer outcomes; partner with Product to improve adoption barriers
- Lead cross-functionally with Sales, Product, Support, Marketing; communicate trends and recommendations to leadership
Key requirements- 15+ years in progressive CS or related leadership roles
- Experience leading a large, multi-layered customer-facing organization with Director-level leaders
- Proven track record transforming/scaling CS and building processes/operating systems
- Deep SaaS experience with product adoption, customer health, retention, and recurring revenue
- Customer-first leadership style with hands-on customer exposure
- Strong operational skills translating strategy into processes, metrics, and execution
- Experience designing customer segmentation, engagement models, playbooks, and cadences at scale
- Ability to use customer/product data to drive risk reduction and prioritization
- Experience with cross-functional change across Sales, Product, Support, etc.
- Strong executive communication; ability to align diverse stakeholders
- Comfort switching between customer meetings, coaching, process design, and executive reviews
- Experience owning budgets, headcount planning, and org design
- High ownership, judgment, curiosity, and comfort in fast-paced, ambiguous environments
- Experience with Salesforce and Gainsight is a plus
- Bachelor's degree; MBA a plus
- Ability to travel 30-40%
- customer-obsessed
- ownership
- collaboration
- Salesforce
- Gainsight
- data-driven decision making
