Your ImpactAs a Manager within Axon's Customer Success organisation, you will lead a team of driven Customer Success Managers that work directly with leadership teams in Law Enforcement to streamline and evolve daily operations. In addition to coaching and developing your team members on a regular basis, you will be responsible for driving key metrics around customer retention, usage and satisfaction. You will also be expected to individually own several key customer accounts acting in a player/manager/coach hybrid role.Axon's Customer Success team is growing rapidly and you will be a key member of the leadership team, helping shape the future of a world-class Customer Success organisation.Location: Remotely from UKReports to:Snr. Director, Global Customer Ops.Direct Reports:5What You'll DoDevelop and maintain client relationships to help drive revenue growthTracks customer activity in internal systems in order to execute on account strategy and identify additional opportunitiesDevelop and execute strategic programs to increase adoption/customers satisfaction/NPS, identifying risks and opportunities within the team's customer portfolioConduct bi-weekly 1:1s and team meetings; provide feedback and coaching on an ongoing basisEstablish and track career development goals for individuals on the team, as well as team KPIsPartner with Sales leadership to ensure an effective customer hand-off to the CSM teamDevelop monthly/quarterly account plansRecruit and evaluate talentDevelop training and educational programs for the teamAct as a key point of contact for marketing, product and customer support activities and programsMonitor customer risk and serve as the point of contact for escalationsCreate and manage projects to support the overall strategic plan of the CSM teamCreate and maintain playbooks to standardize practices and maximize efficiencyWhat You BringBachelor's degree or higher6+ years of relevant work experience within customer success, sales, or account management2+ years of previous management and leadership experience in a similar rolePrior work experience in a SaaS environmentExperience using Salesforce and GainsightGeneral knowledge of project management practices and proceduresProven ability to hit and exceed a measurable goal (NPS, adoption, ARR)Track record of implementing processes that promote operational efficiencies or solve known issuesDemonstrated ability to leverage qualitative data to identify areas for improvement and implement positive outcomesKnowledge of platforms such as JIRA and Microsoft DynamicsProduct experience with Video, CCTV, VMS, and/or IP camerasCollaborative partnership experience with a sales and support teamsSelf-driven responsibility for scheduling and territory managementExperience with longer sales cycles to Government and following rigid procurement processes
