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Senior Manager, Customer Success

New York, New York, United States; San Francisco, California, United States; Scottsdale, Arizona, United States; Seattle, Washington, United States

Join Axon and be a Force for Good.

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.

About Prepared by Axon

As of October 1, 2025, Prepared has officially joined forces with Axon—a major milestone for both our teams and the public safety community. United by a shared mission to Protect Life, Axon and Prepared are ushering in a new era of AI-powered emergency communications. Together, we’re closing the gap between the first call for help and resolution in the field—empowering responders with the clarity they need when every second counts. 911 is the backbone of public safety in America. But for too long, the professionals answering our calls have been let down by outdated technology. Prepared exists to change that. Since launching in 2021, we’ve used cutting-edge AI to help streamline millions of emergency calls across 49 states—supporting over 90 million people and transforming what's possible in crisis response.At Prepared, you’re not just joining a team—you’re helping shape the future of emergency services and building a safer, more connected world.

Your Impact

As the Senior Manager, Customer Success you will lead, develop, and empower a team of Customer Success Managers responsible for driving exceptional outcomes for Prepared’s customers. You will oversee customer lifecycle strategy, ensure scalable and consistent execution across the CSM function, and partner cross-functionally to continually improve the customer experience. Your expertise in Customer Success combined with your leadership experience will enable your team to build strong, lasting customer relationships and deliver measurable impact.


What You’ll Do

Team Leadership & Development

  • Lead, mentor, and coach a high-performing team of Customer Success Managers, fostering a culture of accountability, collaboration, and continuous improvement.
  • Establish clear performance expectations, KPIs, and development plans to support CSM growth and long-term career progression.
  • Provide guidance on complex customer scenarios, ensuring the team has the support and resources needed to deliver exceptional service.

Customer Success Strategy & Execution

  • Own and operationalize the strategy for customer retention, growth, and value realization across Prepared’s customer base.
  • Design, refine, and scale processes, playbooks, and frameworks that enable consistent, proactive engagement from CSMs.
  • Partner with leadership to forecast retention, expansion, and customer health metrics; present trends and recommendations for improvement.

Customer Relationship Oversight

  • Ensure CSMs build deep, trusted relationships with key customer stakeholders by understanding their operational needs, challenges, and goals.
  • Support escalation management by guiding CSMs through high-complexity or high-visibility customer issues.
  • Maintain visibility into the health of top accounts and intervene strategically when necessary.

Cross-Functional Collaboration

  • Act as a senior advocate for the customer within Product, Engineering, Support, and GTM teams, ensuring feedback loops are strong and action-oriented.
  • Influence product roadmap decisions by synthesizing customer insights gathered from CSMs into clear, high-impact recommendations.
  • Partner with Sales on expansion strategy and with Implementation/Support on seamless customer lifecycle transitions.

Operational Excellence & Insights

  • Oversee customer usage, adoption, and health metric tracking; drive data-informed improvements to customer outcomes.
  • Lead quarterly customer reviews, internal business reviews, and reporting on team performance and customer trends.
  • Strengthen risk mitigation strategies and standardize early-warning signals for churn or declining engagement.

Customer Growth & Outcomes

  • Drive strategies that increase customer retention, satisfaction, and expansion opportunities across the portfolio.
  • Ensure CSMs are platform experts who guide customers to fully leverage Prepared’s solutions to meet mission-critical 911 operational needs.
  • Promote best practices that help customers achieve measurable improvements in response efficiency, safety outcomes, and organizational effectiveness.

What You Bring

Experience & Leadership

  • 7–10+ years of experience in customer success, account management, or a related field, with at least 3 years directly managing or leading CSM teams.
  • Proven experience owning retention, expansion, and customer health metrics at scale—ideally within SaaS or public safety technology.

Communication & Influence

  • Exceptional verbal and written communication skills, with the ability to influence decisions across all levels of the organization.
  • Comfortable presenting to executives, customers, and cross-functional partners.

Strategic & Operational Thinker

  • Strong ability to design scalable processes, analyze data, and turn insights into actionable strategy.
  • Adept at balancing short-term problem-solving with long-term planning and team development.

Relationship Builder

  • Demonstrated success cultivating relationships with key customer stakeholders, decision-makers, and operational leaders.

Adaptability & Initiative

  • Thrives in a fast-paced, high-growth startup environment; able to lead teams through ambiguity and change.
  • Tech & Domain Expertise
  • Quick learner with strong technical aptitude.

Nice to have: direct experience supporting the 911 ecosystem (e.g., emergency call handling, dispatch, CAD, NG911, or public safety communications technology).

Work Location

This role is fully remote within the United States.

Benefits that Benefit You

  • 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
  • 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

Pay Transparency

Axon offers a comprehensive total compensation package, which includes base salary, a generous annual bonus, and company equity.

The starting base pay for this role ranges from $108,000 to $145,000, excluding commissions, an annual performance bonus, and generous company equity. Actual base salary will vary based on several factors, including level, function, training, transferable skills, work experience, business needs, and location—often a combination of these elements.

Our benefits are designed to support you physically, financially, and emotionally—through life’s major milestones and in your everyday moments. To learn more about our benefits, 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 axongreenhousesupport@axon.com 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 recruitingops@axon.com.  Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.

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