Overview As Vice President of Customer Success, you lead a large, field-facing team dedicated to U.S. Public Safety customers, driving adoption and value realization across Axon's product portfolio. You'll shape world-class CS practices, partner with Sales, Product, and Support, and scale processes, talent, and metrics to improve outcomes. The role blends strategy and hands-on execution to deliver proactive, data-driven customer engagement at scale. You'll work in a fast-paced, mission-driven environment where your leadership directly impacts customer success and company growth.
Compensation / 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
Responsibilities- Lead and develop a 100-person CS organization with Directors, Senior Managers, and Managers
- Build leadership bench with clear expectations, accountability, coaching and succession planning
- Define career paths and performance standards to grow talent
- Create a culture of customer obsession, ownership, high performance, and teamwork
- Maintain close connection to teams and customers while enabling scalable operations
- Spend time in the field with customers to understand the experience and build executive relationships
- Understand Axon's products, workflows, and customer outcomes to voice customer needs
- Identify customer risk, adoption gaps, and emerging issues before escalations
- Translate customer feedback into systemic improvements
- Assess and redesign CS processes for health, planning, adoption, escalations, risk management, and executive engagement
- Define operating rhythms, KPIs, dashboards, and accountability
- Improve use of Salesforce, Gainsight, usage data, NPS/CSAT, and VOC signals
- Build scalable playbooks while staying flexible for complex public safety customers
- Clarify responsibilities across teams and drive cross-functional solutions
- Own CS budget, headcount strategy, and organizational design as the business grows
- Drive adoption and outcomes, measuring value, retention, and customer health
- Lead cross-functionally with Sales, Product, Support, Marketing, and other teams
- Partner with US Public Safety Sales on strategy, adoption, risk, retention, and expansion
- Lead through influence on cross-organizational customer problems
- Present trends, risks, and recommendations to executive leadership
Key requirements- 15+ years of progressive CS/ CX/ operations or related leadership experience
- Experience leading large, multi-layered customer-facing org with Director-level leaders
- Track record of transforming or scaling CS org and building processes and systems for growth
- Significant SaaS experience with product adoption, customer health, retention, and recurring revenue across multiple product lines
- Customer-first leadership style with hands-on customer and frontline team engagement
- Strong operational skills to translate strategy into processes, metrics, and execution
- Experience in customer segmentation, engagement models, playbooks, and operating cadences at scale
- Ability to use customer and product data to identify risk, improve adoption, and prioritize actions
- Proven ability to lead change across Sales, Product, Support, and other functions
- Strong executive communication and ability to align diverse stakeholders
- Comfort moving between customer meetings, coaching, process design, and executive reviews
- Experience owning budgets, headcount planning, and org design
- Travel readiness 30-40%
- Bachelor's degree or higher; MBA a plus
- Experience with Salesforce and Gainsight or similar platforms is a plus
- Ability to travel 30-40% to spend time with customers and teams
- customer-first leadership
- executive communication
- cross-functional collaboration
- Salesforce
- Gainsight
- experience with product usage data
