Senior Manager, Customer Success

Overview

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 But for too long, the professionals answering our calls have been let down by outdated technology.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

• 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

Customer Relationship Oversight

Cross-Functional Collaboration

Operational Excellence & Insights

Customer Growth & Outcomes

What You Bring

Experience & Leadership

Communication & Influence

Strategic & Operational Thinker

Relationship Builder

Adaptability & Initiative

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

Pay Transparency

Axon offers a comprehensive total compensation package, including 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.

Equality & Inclusion

Axon is an equal opportunity employer that values diversity and fosters inclusion. We are committed to hiring the best talent regardless of race, creed, color, ancestry, religion, sex, national origin, sexual orientation, age, disability, or any other characteristic protected by law. If you need accommodation during the application process, please email recruitingops@axon.com.

Disclaimer

The above job description is not exhaustive of all duties and may be updated in accordance with business needs.

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