Customer Success Manager (Hybrid)

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
Location: Melbourne, Australia
Travel: 20%
Reporting to: Account Director
The Customer Success Manager owns the post-sales experience between Axon and our large-market customers, driving value realisation and return on the client's investment. Customer Success Managers are technology-savvy individuals who will partner with our customers to deliver a positive customer experience. The ideal candidate will ensure Customer Success by:

• Focusing on customer retention
• Managing customer relationships
• Cultivating existing projects and qualifying new opportunities
• Providing unparalleled customer service
• Increasing utilisation of existing products and services
• Driving adoption of new products and services

What You'll Do:

• Serve as the main point of contact with a key account
• Provide day-to-day support
• Develop a deep understanding of Axon's product line and how to adopt, use and realise value
• Communicate new features and enhancements, and share use case examples
• Learn and share industry best practices in order to solve customer needs
• Work with Axon's Support team and other cross-functional teams to manage customer escalation
• Preparation of monthly, quarterly, and annual reporting requirements
• Record and track issues, bug fixes, and enhancement requests

What You'll Bring

• 3-5 years' experience in a customer-facing role
• Proven track record of successfully building and nurturing customer relationships
• Self-motivated, team-oriented, responsible, and focused on exceeding customer expectations
• Exceptional organisational, 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.
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 . Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.