Axon · 2 weeks ago
Senior Product Customer Success Manager, AI Automation
Seattle, Washington, United States
Full-time
Onsite
Mid, Senior Level
$99K/yr - $159K/yr
6+ years expAxon is on a mission to protect life, capture truth, and accelerate justice. They are seeking a Senior Product Customer Success Manager for AI Automation to lead the development and implementation of AI-driven customer engagement strategies and enhance product success across their offerings.
ElectronicsGovTechHardwareSoftware
Responsibilities
Implement and operationalize Salesforce Agentforce for Product Success, building the foundation for AI-driven customer engagement and workflow automation
Design and execute scaled adoption programs across AI Era and additional product lines
Develop standardized engagement templates, workflows, and metrics dashboards to support proactive lifecycle management
Build digital product pathways and automated playbooks that deliver tailored success content to customers
Partner with Product Success Managers and CSMs to translate human-led programs into AI-assisted digital experiences
Collaborate with Product, Data, and Marketing to build AI-based insights dashboards that power predictive outreach and adoption tracking
Configure and manage journey logic and engagement triggers within SF Agentforce for timely, relevant customer interactions
Pilot new AI engagement models that improve retention, adoption, and customer satisfaction
Create the AI-enabled Success Infrastructure supporting all Axon products, starting with AI Era
Establish standard frameworks for automated health alerts, digital check-ins, and proactive success nudges
Analyze adoption and engagement data to continuously improve automation logic and content effectiveness
Increase efficiency by reducing manual workloads and driving system-based engagement at scale
Train Product Success Managers and CSMs on AI and Salesforce Agentforce usage
Build enablement materials, process documentation, and success playbooks for scaled programs
Partner with Product Engineering, Product Marketing, and Customer Success teams to align messaging, content, and customer insights
Represent the CSS team in AI enablement design and innovation discussions
Qualification
Required
6+ years of experience in Customer Success, Program Management, or Scaled Enablement in a SaaS or hardware/software environment
Experience designing or managing digital or automated customer engagement programs (e.g., lifecycle campaigns, digital CS, community engagement)
Proficiency in Salesforce; familiarity with SF Agentforce, Einstein, or similar AI/automation tools preferred
Demonstrated success building scalable, data-driven workflows that enhance adoption and reduce manual effort
Understanding of Axon's AI Era and Draft One products, or strong ability to quickly learn complex SaaS solutions
Excellent project management and cross-functional collaboration skills with Product, Engineering, and various data teams
Analytical ability to interpret engagement and usage data and translate insights into actionable strategies
Exceptional communication, facilitation, and documentation skills—comfortable driving alignment across technical and non-technical audiences
Self-starter with curiosity, adaptability, and a passion for shaping the future of Customer Success
Preferred
Experience with Tableau, Gainsight, Jira, or Quip
Prior involvement in implementing or scaling AI or automation platforms in a Customer Success or Product Operations function
Familiarity with customer journey mapping, digital success KPIs, and health score frameworks
Knowledge of Axon's product ecosystem or public safety technology
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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2026-01-08
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2026-01-06
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