Product Customer Success Manager- Vehicle Intelligence
•Axon· 1d
SupportFull-time$104k-166kAmericas
1d ago
Axon·about 1 month ago
At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.
Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.
Department: Customer Success / Customer Success Services
Reports to: Director, Customer Success Services
Location: This role can be based out of any of the Axon offices, nationally and follows a hybrid schedule. We rely on in-person collaboration and ask that team members work onsite Tuesdays through Fridays, with the flexibility to work remotely on Mondays, unless there is an approved workplace accommodation. We believe that connection fuels innovation, and our in-office culture is designed to foster meaningful teamwork, mentorship, and shared success.
At Axon, our mission is to protect life, capture truth, and accelerate justice. The Customer Success Services (CSS) team is here to simplify, amplify, and scale Axon’s Customer Success impact. We provide expert guidance, education, and operational support to drive product adoption, optimize workflows, and enhance operational efficiency—ensuring standout customer and CSM experiences.
The Product Customer Success Manager (PCSM) for Vehicle Intelligence is a product-focused, customer-facing role that drives scalable product engagement, community development, and long-term adoption of Axon’s in-car and fixed-location vehicle technology solutions—including Axon Outpost, Lightpost, Fleet systems, ALPR, and future Vehicle Intelligence capabilities.
As the product expert within Customer Success, the PCSM leads digital and in-person engagement programs, strengthens our reference and champion network, and ensures customers achieve transformative outcomes with Axon's Vehicle Intelligence ecosystem.
You’ll design structured adoption strategies, build thriving customer communities, and deliver high-value product experiences through office hours, roundtables, user groups, and digital education. You will work cross-functionally with CSMs, Product, Sales, and Marketing to guide customers along the path to full product value and advocacy—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.
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.
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.
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.
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.
5+ years of experience in Customer Success, Product Engagement, or Customer Programs in a SaaS, hardware/software, or enterprise technology environment.
Experience with Vehicle Intelligence, in-car systems, or Axon's Outpost/Lightpost/Fleet ecosystems strongly preferred.
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.
Proficiency in Salesforce and familiarity with Gainsight, Jira, and Quip (preferred).
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.
Benefits listed herein may vary depending on the nature of your employment and the location where you work.
| The Pay: Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The starting base pay for this role is between USD 86,250 in the lowest geographic market and USD 140,000 in the highest geographic market. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit www.axon.com/careers/benefits. |
Don’t meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.
Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
Important Notes
The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.
Some roles may also require legal eligibility to work in a firearms environment.
We collect personal information from applicants to evaluate candidates for employment. You may request access, deletion, or exercise other CCPA rights at [email protected] or via our Axon Privacy Web Form. For more information, please see the Your California Privacy Rights section of our Applicant and Candidate Privacy Notice.
Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.
We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email [email protected]. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.