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.
This role exists so Vehicle Intelligence customers get from purchase to value, and so CSMs and Sales Reps can be proactive without becoming VI specialists. The Product Success Manager (PSM) for Vehicle Intelligence is a product-focused, customer-facing overlay role. You cover the full Vehicle Intelligence portfolio: Axon Outpost, Lightpost, Fleet, Fusus, ALPR, and future Vehicle Intelligence capabilities, across all customers, not a single region.
You are the product expert inside Customer Success. CSMs stay close to the account and keep the 10,000-foot view. You come in with product depth, enablement, and internal resources so customers actually get value from what they bought, and so CSMs and reps can be proactive and customer-first without having to become VI specialists themselves.
You will design structured adoption strategies, run user groups and other engagement programs, enable CSMs and Sales Reps at scale, manage complex escalations, and partner with Product, Sales, Marketing, and Support. You also help hold statewide partnership and API/integration standards together so agencies can connect and stay compliant as the portfolio evolves.
What You’ll Do
Location: Axon Hub - Scottsdale, Boston, Seattle, Atlanta, or New York, and on the road 30-40% of time
Reports to: Mary-Madison Phillips, Senior Customer Success Operations Manager
- Develop and maintain deep subject-matter expertise across Outpost, Lightpost, Fleet, Fusus, and ALPR.
- Serve as an internal and external resource for product capabilities, use cases, and competitive positioning.
- Collaborate with Product and Marketing on consistent messaging, webinars, and case studies that highlight adoption wins and new feature launches.
- Build and maintain enablement for CSMs and Reps on Vehicle Intelligence, including a clear VI 101 / fundamentals path, playbooks, and engagement guides.
- Spot adoption gaps and repeat issues early (usage data, CSM and rep signal, industry/ALPR climate) and turn them into enablement or product feedback, not one-off fire drills.
- Equip CSMs to get the ball rolling with customers. Then bring you in for depth, clarifying questions, and the internal resources to move things. This is not owning the sale or the account.
- Partner with Product and Sales so customer insights, success stories, and usage trends get captured and shared.
- Participate in roadmap discussions with front-line product insight.
- Represent customer, CSM, and sales-field needs in internal forums around adoption, experience, and long-term product satisfaction.
- Lead adoption initiatives and engagement programs for all Vehicle Intelligence products, across the full customer base.
- Design and deliver structured customer engagement, including:
- Product webinars / releases
- Regional and virtual user groups
- Build and strengthen the product-specific POC network (supervisors, administrators, and strategic operational users).
- Enable CSMs to guide customers from onboarding through advanced usage and advocacy.
- Lead a Vehicle Intelligence Product User Group experience so customers can share best practices and feed product insight back to Axon.
- Own and resolve complex product 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.
- Coordinate across Product, Support, CSMs, and other internal partners so customers get a timely, coordinated path to resolution.
- Act as a structured intake point between customers, CSMs, Reps, and Product, translating field feedback into clear, actionable enhancement requests.
- Prioritize and document requirements based on customer impact.
- Partner with Product Management to close the loop with customers on how their feedback shaped the roadmap.
- Help manage statewide partnership relationships across agencies of all sizes, including ongoing alignment with Vehicle Intelligence API standards and integration requirements.
- Serve as a trusted liaison to law enforcement leadership on statewide initiatives, with consistent messaging and support.
- Coordinate with internal technical and legal teams to resolve compliance issues as they arise
- 5+ years in Customer Success, Product Success, Product Engagement, Customer Programs, Program Management, or a related cross-functional role in SaaS, hardware/software, or enterprise technology.
- A customer-first mindset and a passion for enablement, making other people (especially CSMs and Reps) better, not doing the account or the sale for them.
- Proven ability to design, standardize, and scale tools, templates, and methodologies across teams.
- Experience leading cross-product initiatives with multiple stakeholders and competing priorities.
- Strong program management skills; you bring clarity, structure, and momentum.
- Exceptional presentation, facilitation, and communication skills, including the ability to distill complex product and customer insight for CSMs, Reps, customers, and executives.
- Strong systems-thinking and analytical abilities, with enough data fluency to turn usage patterns into adoption strategy.
- Comfort using product usage and customer health data (Salesforce, Gainsight, or similar) to prioritize which CSMs, reps, accounts, and issues to go after.
- Comfort working across products, teams, and levels of the organization without direct authority.
- Proficiency in Salesforce preferred; familiarity with Gainsight, Jira, and Google Workspace a plus.
What Success Looks Like
- CSMs and reps can run a VI conversation (fundamentals, feature updates, ALPR climate) without you on every call, and they know when to pull you in.
- Customers are engaged through webinars, user groups, and structured adoption support.
- The same issues do not keep coming back as escalations; when something is complex, it has a clear owner and a path to resolution.
- Product gets a prioritized VI list from the field, and customers hear back.
- Statewide / API partnership work stays coordinated and compliant.
- 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
- Employee Resource Groups (ERGs)
- And yes, we have snacks in our offices
Benefits listed herein may vary depending on the nature of your employment and the location where you work.
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.
Phishing alert: Axon will never ask you to pay for any part of the hiring process, including training, equipment, or background checks. We do not make job offers via text message, WhatsApp, or instant messaging platforms without a formal interview process. All legitimate job openings are listed on our official careers page at https://www.axon.com/careers. If you receive a suspicious offer or outreach from an email address that is not @axon.com, or if you are asked for sensitive personal information (bank details, Social Security Number) prematurely, please ignore the message and report it to [email protected].
Skills Required
- 5+ years of experience in Customer Success, Product Success, Product Engagement, Customer Programs, Program Management, or a related cross-functional role
- Experience in SaaS, hardware/software, or enterprise technology
- Customer-first mindset and ability to enable CSMs and sales representatives
- Ability to design, standardize, and scale tools, templates, and methodologies across teams
- Experience leading cross-product initiatives with multiple stakeholders and competing priorities
- Strong program management skills
- Exceptional presentation, facilitation, and communication skills
- Ability to distill complex product and customer insights for varied audiences
- Strong systems-thinking and analytical abilities
- Ability to use product usage and customer health data to prioritize actions
- Ability to work across products, teams, and organizational levels without direct authority
- Proficiency in Salesforce
- Familiarity with Gainsight, Jira, and Google Workspace
Axon Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Axon and has not been reviewed or approved by Axon.
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Healthcare Strength — Health coverage includes comprehensive medical, dental, and vision plans with employer HSA contributions and 24/7 mental-health support. Wellness programs and fitness options further enhance the package.
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Equity Value & Accessibility — Total rewards commonly include stock grants and an employee stock purchase plan alongside base pay and bonuses. Equity is highlighted as a motivating component of compensation.
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Parental & Family Support — Paid parental leave is offered, including a standard period with additional supplemental pregnancy leave. Family-focused policies are positioned as a meaningful part of the overall benefits.
Axon Insights
What We Do
Our mission is to protect life by making the bullet obsolete and developing technologies to make the world a safer place. Axon is a software & hardware team of product experts, security pros, engineering wizards, sales & marketing pros, and technology buffs - all committed to helping make the world a safer place.
Why Work With Us
Axon innovations exist to bridge the divide between communities and law enforcement. Our team works to solve big societal issues by providing public safety with the tools to help decrease use-of-force and increase transparency and accountability. Big goals mean we need high-performance teams, independent thinking, and cross-functional excellence.
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