Customer Success Manager (CSM) (EMEA & APAC)

Responsibilities:

Customer Engagement & Relationship Management

• Ensuring our customers maximise the value of Dedrone by Axon’s solutions, drive product adoption, and maintain strong relationships that lead to long-term success.
• Serve as the trusted advisor for enterprise and government clients, ensuring they achieve their airspace security goals.
• Develop and execute tailored success plans to drive product adoption and maximise ROI.
• Establish strong, long-term relationships with key stakeholders, including security teams, IT leaders, and executives.
• Conduct regular business reviews to measure success and identify opportunities for growth.

Onboarding & Training

• Lead smooth customer onboarding, ensuring technical teams and end users are well-trained on Dedrone by Axon’s platform.
• Develop and deliver training sessions, documentation, and best practices to improve product usage.

Retention & Expansion

• Drive customer retention by proactively identifying risks and implementing mitigation strategies.
• Work closely with Sales to identify expansion opportunities and upsell additional services and capabilities.
• Advocate for customers internally, collaborating with product and engineering teams to drive feature requests and improvements.

Data-Driven Insights & Reporting

• Analyse customer usage data to identify trends, adoption gaps, and areas for improvement and expansion.
• Provide strategic recommendations to customers on optimising their adoption of Dedrone by Axon’s solutions.

Qualifications:

• 5+ years of experience in Customer Success, Account, Operations and Project Management, or related roles in SaaS, cybersecurity, or physical security industries.
• Strong background in managing enterprise and government clients and projects, preferably in defence, critical infrastructure, public safety or national security sectors.
• Experience with software solutions, security platforms, or airspace security / drone technology is beneficial.
• Proven track record of driving adoption, retention, and expansion in a B2B SaaS environment.
• Proven track record of leading process improvements within large organisations.
• Strong technical acumen and ability to communicate complex security solutions to both technical and non-technical stakeholders.
• Excellent presentation, negotiation, and relationship-building skills.
• Ability to work cross-functionally with sales, product, operations and engineering teams.
• Self-motivated, team-orientated, responsible, and focussed on exceeding customer expectations.
• Willingness to travel as needed for customer meetings and industry events.