Axon · 3 weeks ago
Product Customer Success Manager- Vehicle Intelligence
Scottsdale, Arizona, United States
Full-time
Onsite
Mid, Senior Level
$86K/yr - $140K/yr
5+ years expAxon is on a mission to protect life and enhance justice through its innovative technology solutions. The Product Customer Success Manager for Vehicle Intelligence is responsible for driving product adoption and community engagement, ensuring customers achieve transformative outcomes with Axon's vehicle technology solutions.
ElectronicsGovTechHardwareSoftware
Responsibilities
Drive Product Adoption & Engagement at Scale
Lead the planning and execution of adoption initiatives and engagement programs for all Vehicle Intelligence products
Design and deliver structured customer engagement anchors such as:
Product Office Hours
Virtual Roundtables
Digital User Forums
Regional User Groups
Build and strengthen the product-specific POC network, capturing key customer roles such as supervisors, administrators, and strategic operational users
Lead the Vehicle Intelligence Product User Group experience across virtual and in-person formats, enabling customer collaboration, best practice exchange, and product feedback
Develop scalable digital engagement strategies that guide customers from onboarding through advanced usage and advocacy
Strengthen the Reference & Champion Network
Identify, engage, and elevate customers into product champions across Vehicle Intelligence
Cultivate a strong network of referenceable agencies for Outpost, Lightpost, Fleet, ALPR, and future platform products
Facilitate peer-to-peer learning, spotlight programs, and customer storytelling opportunities
Support Tier 4 Product Success & Escalation Management
Own and resolve Tier 4 product support cases, delivering expert-level troubleshooting and advanced problem solving
Manage escalations with clarity, urgency, and a focus on restoring value and confidence
Serve as the go-to expert for high-complexity adoption barriers and technical challenges across Vehicle Intelligence solutions
Enable Scalable & Digital Product Success
Develop and maintain product landing pages, content hubs, and digital user forums to support scalable learning and engagement
Collaborate with Marketing and the Product team to ensure consistent messaging and impactful product communications
Analyze product usage, operational data patterns, and customer behavior to identify trends, risks, and opportunities for enhanced value realization
Support digital touchpoints and automated adoption workflows informed by product data and CSM strategies
Empower Customer Success & Cross-Functional Teams
Build and refine product-specific enablement tools, success playbooks, and engagement guides for CSMs
Partner with Product and Sales to ensure customer insights, success stories, and usage trends are captured and shared effectively
Participate in roadmap discussions, providing front-line product insights to influence prioritization and improvements
Represent customer needs across internal forums, driving alignment around adoption, experience, and long-term product satisfaction
Qualification
Required
5+ years of experience in Customer Success, Product Engagement, or Customer Programs in a SaaS, hardware/software, or enterprise technology environment
Demonstrated ability to deliver compelling presentations and communicate product value to a variety of customer audiences
Proven ability to lead digital and community-based engagement programs that drive product adoption at scale
Experience managing complex technical escalations and Tier 4-level product challenges
Strong facilitation, communication, and cross-functional collaboration skills
Strong data fluency; ability to interpret product usage data and translate it into actionable adoption strategies
A growth mindset, deep curiosity, and a passion for helping customers succeed
Exceptional organizational skills, attention to detail, and written communication abilities
Preferred
Experience with Vehicle Intelligence, in-car systems, or Axon's Outpost/Lightpost/Fleet ecosystems strongly preferred
Proficiency in Salesforce and familiarity with Gainsight, Jira, and Quip (preferred)
Benefits
Competitive salary and 401k with employer match
Discretionary paid time off
Paid parental leave for all
Medical, Dental, Vision plans
Fitness Programs
Emotional & Mental Wellness support
Learning & Development programs
And yes, we have snacks in our offices
Company
Axon
Axon provides electronic control devices to law enforcement and corrections agencies.
1001-5000 employees
H1B Sponsorship
Axon has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (3)
2023 (7)
2020 (2)
Funding
Current Stage
Public CompanyTotal Funding
$2B2025-03-05Post Ipo Debt· $1.75B
2018-08-07Post Ipo Equity· $246M
2001-06-07IPO
Leadership Team
Jay Reitz
SVP Software Engineering
Anthony Baldoni
VP Strategic Initiatives
Recent News
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