Customer Success Manager

🔥 0 minutes ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

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Axon

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1993

💼 Consulting

🎖️ Defense

🏭 Manufacturing

Consulting • Defense • Manufacturing

Axon is a company dedicated to advancing public safety through innovative technology solutions. It offers a wide range of products and services, including smart weapons such as TASER devices designed for law enforcement and civilian use, body-worn cameras for capturing real-time video evidence, and software solutions for evidence management and situational awareness. Axon also provides VR training to prepare officers for real-life scenarios and drone solutions for tactical support. The company primarily serves law enforcement, federal agencies, corrections, fire, EMS, and other public safety sectors, aiming to create safer communities with their comprehensive safety ecosystem. Axon is committed to responsible innovation and reducing gun-related incidents between police and the public.

📋 Description

• Build long-term, strategic partnerships with larger customers • Understand customers’ workflows, organizational structures, and requirements • Serve as the main customer point of contact and provide best practices • Help customers achieve operational goals using Axon products • Provide customer insights to influence internal product roadmaps and projects • Act as project manager, product expert, and consultant • Build trusted partnerships with command staff, procurement, and training leads • Facilitate executive business reviews and annual ROI conversations • Manage customer onboarding, timelines, delivery scope, key contacts, and success criteria • Liaise between Sales, Professional Services, Support, and customers • Identify friction, dissatisfaction, and resource gaps • Develop product understanding and ensure implementation in customer environments • Create success plans and document progress toward goals and results • Track product adoption and usage insights • Support rollout planning for new cohorts or use cases • Conduct training webinars and calls with marketing and training teams • Share industry best practices to solve customer needs • Coordinate high-impact issue escalations across Support, Professional Services, Legal, and Product • Prepare accounts for renewals and identify upsell/cross-sell opportunities • Collect and funnel voice-of-customer feedback to Product teams • Engage customers through regular calls, business reviews, and daily needs

🎯 Requirements

• Bachelor's degree or equivalent work experience • Portuguese/English bi-lingual • 5+ years’ working in a customer-facing role • 3+ years working with Enterprise-level customers • Strong project management skills with a proven system for tracking multiple customer requests, issues and strategic plans • Proven track record of leading process improvements within large organizations • Previous experience tracking product adoption and customer engagement through data-analysis tools • Self-motivated, team-oriented, responsible, and focused on exceeding customer expectations • Exceptional organizational, presentation, and communication skills, both verbal and written • Demonstrated ability to deal with change and excel in high-stress situations • Some roles may require legal eligibility to work in a firearms environment

🏖️ Benefits

• Travel: 25-35% • Axon employees are empowered to report safety concerns and activities potentially impacting the environment • Equal opportunity employer committed to diversity, equity, and inclusion • Disability or special-needs accommodations during the application or recruiting process

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