Customer Success Services Manager

Customer Success Services Manager

Requirements

• 3+ years of experience in Customer Success, Product Management, or Customer Success Operations.
• Strong knowledge of Axon’s product ecosystem and experience with public safety or SaaS solutions.
• Proven ability to balance customer-facing product adoption efforts with internal program leadership.
• Experience in process improvement, operational efficiency, and program management within Customer Success.
• Excellent communication and facilitation skills, with experience leading training sessions and workflow optimization projects.
• Strong project management skills with a proven system for tracking multiple customer requests, issues and strategic plans.
• A proven track record of leading process improvements within large organizations.
• Expertise in data management, analytics, and reporting, with the ability to extract insights from customer and operational data to drive strategic decisions.
• Ability to analyze customer usage data and operational metrics to drive adoption and efficiency improvements.
• Experience working cross-functionally with Product, Sales, Success Operations, and Enablement teams.
• 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.
• Strong familiarity with Salesforce, Gainsight, and Quip, with a preferred understanding of Sigma, Power BI, and Tableau.

Responsibilities

• Develop and launch customer adoption programs that address key challenges and drive product engagement.
• Provide expert guidance and education to customers, ensuring successful adoption of a strategic Axon solutions.
• Equip CSMs with the knowledge and strategies needed to drive adoption of key products, enabling them to guide customers effectively.
• Conduct virtual consults, onsite engagements, and product workshops to support adoption.
• Foster and manage customer product user groups encouraging peer learning and best practice sharing.
• Capture and analyze customer adoption challenges, providing insights to improve product experience.
• Act as the bridge between Customer Success and Product teams, sharing customer insights to shape product improvements.
• Streamline and optimize CSM workflows to enhance efficiency and remove operational roadblocks.
• Design and implement new processes and automation (some AI-driven) to drive significant efficiencies, reducing manual effort for CSMs and enabling smarter workflows.
• Optimize knowledge-sharing systems to ensure CSMs have access to best practices, playbooks, and training resources.
• Manage and drive continuous improvement initiatives ensuring sustainable and scalable CSM operations.
• Oversee account issue resolution processes, ensuring a streamlined approach for escalations and proactive problem-solving.
• Implement and oversee CSM education initiatives, ensuring the team is equipped with the right tools and knowledge to succeed.
• Own Customer Success data management, ensuring data integrity and accessibility for key stakeholders.
• Monitor and analyze key Customer Success metrics, providing data-driven insights to improve adoption, retention, and efficiency.
• Partner with Axon Learning teams to improve Product training resources and knowledge repositories to increase target customer outcomes.
• Collaborate with Revenue Intelligence and Product Analytic teams to measure adoption trends and identify opportunities for improvement.
• Support the implementation of AI-driven automation to ensure AI-driven automation and data intelligence are leveraged for efficiency.
• Manage programs that improve case resolution workflows, reducing CSM workload and increasing customer satisfaction.
• Advocate for customer-centric innovation, working cross-functionally to align Axon’s product roadmap with customer needs.
• Lead cross-functional collaboration efforts, ensuring that Product, Success, and Sales teams work in sync on adoption strategies.
• Serve as a thought leader within Axon and the broader Customer Success community, sharing insights, hosting roundtables, and leading enablement initiatives.

Preferred Qualifications

• Preferred understanding of Sigma, Power BI, and Tableau.