Axon · 1 week ago
Director, Customer Success Enterprise
Boston, Massachusetts, United States
Full-time
Hybrid
Director/Executive
$142K/yr - $274K/yr
8+ years expAxon is on a mission to Protect Life by addressing critical safety and justice issues with their ecosystem of devices and cloud software. The Director of Customer Success will lead the delivery of measurable outcomes and partnerships with complex enterprise customers, guiding them through operational changes and influencing product and service strategies.
ElectronicsGovTechHardwareSoftware
Responsibilities
Own the health, outcomes, and retention of a portfolio of strategic enterprise customers
Set clear success criteria tied to adoption, operational impact, and long-term value
Make decisions with a bias for action while maintaining disciplined follow-through
Step in decisively during moments of risk, ambiguity, or escalation
Establish and maintain executive-level relationships with agency leadership, command staff, and senior stakeholders
Lead executive business reviews focused on outcomes, ROI, and continuous improvement—not status updates
Act as a trusted advisor, helping customers navigate organizational change and technology adoption
Lead, coach, and develop a team of Customer Success Managers supporting enterprise customers
Set expectations, success metrics, and accountability aligned to Axon’s customer-first culture
Create clarity and focus for your team in fast-moving, high-stakes environments
Model strong judgment, collaboration, and ownership
Ensure customers fully understand deployment scope, timelines, and success criteria
Oversee customer success plans that drive adoption, training effectiveness, and operational outcomes
Leverage data and insights to track usage, engagement, and impact across accounts
Partner with Marketing and Training teams to scale customer education and enablement
Serve as the senior connector between Customer Success, Sales, Professional Services, Support, Product, and Legal
Ensure Professional Services and Support efforts align to broader customer goals—not just delivery milestones
Advocate for customers internally while balancing scalability and long-term product strategy
Influence product roadmap and service improvements through clear, actionable customer insights
Proactively identify early warning signs of friction, disengagement, or adoption risk
Own and lead critical escalations, aligning internal teams and driving resolution
Ensure smooth transitions from deployment to adoption and long-term success
Prepare accounts for successful renewals by clearly demonstrating outcomes and ROI
Partner with Sales to identify expansion opportunities aligned to customer goals
Support growth conversations through insight and credibility—without carrying a direct quota
Collect, synthesize, and elevate customer feedback across product, services, and support
Represent the customer perspective in internal leadership discussions
Translate feedback into action that improves customer experience and product outcomes
Qualification
Required
Bachelor's degree or equivalent experience
8+ years in customer-facing roles, with 5+ years supporting enterprise or strategic customers
3+ years of people leadership experience, including coaching and performance management
Proven ability to lead complex, multi-stakeholder customer relationships at the executive level
Strong operational, project management, and prioritization skills
Experience using data to drive adoption, retention, and measurable customer outcomes
Demonstrated ability to influence cross-functional teams without direct authority
Exceptional executive communication and presentation skills
Sound judgment, resilience, and effectiveness in high-pressure, ambiguous situations
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
2026-01-09
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