Customer Success Manager, Carbyne
The Customer Success Manager at Axon 911 is responsible for enhancing user engagement and satisfaction with Carbyne's technology. This role involves managing customer relationships, overseeing project initiation, operations, training, and onboarding processes. Axon 911, formed by the integration of Prepared and Carbyne, aims to modernize 911 infrastructure by incorporating AI intelligence to improve emergency response outcomes.
Key responsibilities include serving as the primary contact for customers, developing trusted relationships with decision-makers and IT staff, and maintaining regular, high-touch communication. The role also involves clearly communicating product usage and analytics, collaborating with internal teams to meet customer expectations, identifying enhancement requests, and advocating for customer success and product adoption. Additionally, the manager partners with the sales team to develop customer success plans, identifies upsell opportunities, and ensures effective operational processes and systems.
Candidates should have proven experience as a Customer Success Manager within the SaaS tech industry, particularly serving public safety clients. Experience in creating and delivering training materials both on-site and remotely is essential. Strong client-facing and communication skills, advanced troubleshooting abilities, and a passion for building lasting customer relationships are required. The role also demands strategic thinking, leadership capabilities, comfort with public speaking, and a willingness to travel up to 30% for client visits.
Axon offers a competitive salary and a comprehensive benefits package, including a 401(k) plan with employer match, discretionary time off, paid parental leave, and medical, dental, and vision plans. Additional perks include fitness programs, emotional and development programs, and office snacks.
Joining Axon 911 provides an opportunity to be part of a mission-driven team dedicated to transforming emergency response systems. The company fosters a fast-paced, challenging, and meaningful work environment where employees can take ownership and drive real change. Axon values diverse perspectives and encourages continuous growth, making it an ideal place for professionals passionate about public safety and technological innovation.