Description

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.

Senior, Digital Customer Success Manager for AI Automation
Reports to: Director, Customer Success Services
Location: Remote - U.S. (Preferred: Central or Mountain Time Zone)
Travel: 20-30%
Your Impact

At Axon, we're on a mission to protect life, capture truth, and accelerate justice.
The Customer Success Services (CSS) team simplifies, amplifies, and scales Axon's Customer Success impact. We drive product adoption, optimize workflows, and enable operational excellence across global customers.

As our first Digital Customer Success Manager, you'll pioneer the use of Salesforce Agentforce and AI automation to power intelligent, scalable Customer Success programs. This role brings together product expertise, digital engagement design, and AI-driven operations to ensure every Axon customer experiences consistent, data-informed success-at scale.

You'll build the infrastructure that allows Axon's Product Success teams to reach thousands of customers intelligently, using automation, predictive insights, and digital-first success strategies.
What You'll Do

Lead Scaled Product Success Enablement

• Implement and operationalize Salesforce Agentforce for Product Success, building the foundation for AI-driven customer engagement and workflow automation.
• Design and execute scaled adoption programs across AI Era and additional product lines.
• Develop standardized engagement templates, workflows, and metrics dashboards to support proactive lifecycle management.
• Build digital product pathways and automated playbooks that deliver tailored success content to customers.

Drive AI-Powered Customer Engagement

• Partner with Product Success Managers and CSMs to translate human-led programs into AI-assisted digital experiences.
• Collaborate with Product, Data, and Marketing to build AI-based insights dashboards that power predictive outreach and adoption tracking.
• Configure and manage journey logic and engagement triggers within SF Agentforce for timely, relevant customer interactions.
• Pilot new AI engagement models that improve retention, adoption, and customer satisfaction.

Operationalize Scaled Programs Across Products

• Create the AI-enabled Success Infrastructure supporting all Axon products, starting with AI Era.
• Establish standard frameworks for automated health alerts, digital check-ins, and proactive success nudges.
• Analyze adoption and engagement data to continuously improve automation logic and content effectiveness.
• Increase efficiency by reducing manual workloads and driving system-based engagement at scale.

Enable and Empower Internal Teams

• Train Product Success Managers and CSMs on AI and Salesforce Agentforce usage.
• Build enablement materials, process documentation, and success playbooks for scaled programs.
• Partner with Product Engineering, Product Marketing, and Customer Success teams to align messaging, content, and customer insights.
• Represent the CSS team in AI enablement design and innovation discussions.

What You Bring

• 6+ years of experience in Customer Success, Program Management, or Scaled Enablement in a SaaS or hardware/software environment
• Experience designing or managing digital or automated customer engagement programs (e.g., lifecycle campaigns, digital CS, community engagement)
• Proficiency in Salesforce; familiarity with SF Agentforce, Einstein, or similar AI/automation tools preferred
• Demonstrated success building scalable, data-driven workflows that enhance adoption and reduce manual effort
• Understanding of Axon's AI Era and Draft One products, or strong ability to quickly learn complex SaaS solutions
• Excellent project management and cross-functional collaboration skills with Product, Engineering, and various data teams
• Analytical ability to interpret engagement and usage data and translate insights into actionable strategies
• Exceptional communication, facilitation, and documentation skills-comfortable driving alignment across technical and non-technical audiences
• Self-starter with curiosity, adaptability, and a passion for shaping the future of Customer Success

Preferred Qualifications

• Experience with Tableau, Gainsight, Jira, or Quip
• Prior involvement in implementing or scaling AI or automation platforms in a Customer Success or Product Operations function
• Familiarity with customer journey mapping, digital success KPIs, and health score frameworks
• Knowledge of Axon's product ecosystem or public safety technology

Why Join Axon

This role defines the future of Customer Success at Axon. You'll help build a scalable, intelligent system that enables our teams to reach every customer proactively-combining the power of automation with the human insight that drives trust and adoption.

You'll be part of a pioneering effort to connect AI, automation, and product success-directly impacting customer outcomes and shaping how Axon delivers value at scale.

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.

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 138,000 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 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.