Customer Success Manager (CSM) (EMEA & APAC)

Axon
London
2 months ago
Applications closed

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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.

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.

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