Senior Customer Success Manager, Prepared

Описание вакансии

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 But for too long, the professionals answering our calls have been let down by outdated technology.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 a Customer Success Manager (CSM) you will play a pivotal role in ensuring customer satisfaction and driving long-term success. You will act as the primary point of contact for our customers, responsible for helping them maximize the value of our solutions and services. Your deep understanding of public safety operations, particularly in the 911 space, and commitment to providing world-class service will help us build lasting partnerships and deliver tangible outcomes.

Please note: Travel requirementis approximately 5–10% travel, generally consisting of one overnight trip per month.

What You’ll Do

• Customer Relationship Management: Maintain and nurture strong, long-term relationships with customers by understanding their unique needs, challenges, and goals.
• Advocate for Customers: Serve as the voice of the customer within the organization, collaborating with product, support, and engineering teams to ensure customer feedback is integrated into future development.
• Proactive Engagement: Regularly check in with open customers to anticipate their needs, identify challenges, opportunities for expansion, and offer solutions to improve their experience.
• Product Expertise: Become a Prepared platform subject matter expert educating customers on the best ways to fully leverage all features to meet their operational needs.
• Customer Retention & Growth: Focus on customer retention by ensuring high satisfaction and identify opportunities for upselling or cross-selling additional solutions that can further enhance their outcomes.
• Performance Tracking & Reporting: Monitor customer usage metrics and proactively address any areas for improvement, ensuring customers are achieving their goals and adhering to best practices.
• Issue Resolution: Triage and resolve customer issues in collaboration with the technical support team, providing prompt solutions and maintaining a positive customer experience.
• Customer Success Strategy: Assist in refining and implementing the customer success strategy, tailoring

What You Bring

• Experience: 5-7+ years in customer success, account management, or a related field responsible for customer retention and expansion, preferably in the SaaS or public safety industries.
• Communication Skills: Excellent written and verbal communication, with the ability to translate complex concepts into clear, actionable insights.
• Problem-Solving: Strong analytical skills and the ability to creatively solve customer needs and drive product adoption.
• Relationship Building: Proven track record of fostering relationships with key decision-makers and stakeholders.
• Adaptability: Comfortable working in a fast-paced startup environment with a willingness to adapt and grow alongside the company.
• Tech-Savvy: Ability to quickly learn and become proficient in new technologies and systems.
• Customer-Centric: Passion for helping customers succeed, with a proactive and empathetic approach to addressing their needs.
• Nice to have: direct experience in the 911 space or at a company that supports 911 services (e.g., emergency call handling, dispatch technology, or related public safety communications systems).

Work Location

This role is fully remote within the United States.

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 $120,000 to $145,000, depending on your geographic market. The 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.  

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

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.

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 recruitingops@axon.com.