Customer Success Partner I

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. Your Impact As a Customer Success Partner, you will serve as a critical layer of direct support to our Customer Success Managers, ensuring they can focus on driving strategic partnerships while you provide the operational backbone. You’ll organize cross-functional programs and activities, conduct in-depth contract research, manage internal workflows, and drive timely resolution for customer questions and concerns. This role is central to enabling our CSMs to deliver value: you’ll quarterback complex issues across teams, ensure smooth handoffs during onboarding and adoption, and maintain visibility into contract, account, and program details. To be successful, you’ll bring strong program management skills, customer-first focus, and the ability to operate confidently in fast-moving, cross-functional environments. What You’ll Do Location: Axon Hub Location Scottsdale, AZ, Seattle, WA. This role follows a hybrid schedule. We rely on in-person collaboration and ask that team members work onsite Tuesdays through Fridays, with the flexibility to work remotely on Mondays, unless there is an approved workplace accommodation. We believe that connection fuels innovation, and our in-office culture is designed to foster meaningful teamwork, mentorship, and shared success. Customer CSM Support Act as a critical support partner to CSMs, ensuring they have the information and tools to manage accounts effectively. Be the subject matter expert for contract knowledge across the organization, assisting with research and clarifications. Track customer adoption, usage, and training outcomes, providing data and insights that enable CSMs to demonstrate value. Support QBRs and business reviews by preparing impact metrics and account summaries. Program Project Management Manage small to medium-sized cross-functional programs/projects in direct support of Customer Success. Own a queue of incoming issues ranging from invoice discrepancies to deployment modifications, resolving or routing efficiently. Manage execution of customer equipment warranty programs and refresh cycles, ensuring timelines and commitments are met. Support CSMs and customers with Return Merchandise Authorization (RMA) cases, coordinating resolution across internal teams. Develop internal process documentation and recommend improvements to streamline operations. Produce accurate, timely reporting on project/program status and customer progress. Onboarding Adoption Enablement Support onboarding by ensuring delivery scope, timelines, and customer expectations are clearly documented. Assist with rollout planning for new cohorts, training sessions, or product launches. Partner with marketing and training teams to help coordinate webinars, calls, and educational resources. Issue Escalation Risk Management Act as an internal customer advocate and quarterback for escalations, coordinating with Support, Professional Services, Legal, or Product as needed. Resolve customer order-related issues by quarterbacking across cross-functional stakeholders (e.g., Sales Ops, Finance, Fulfillment) to ensure timely outcomes. Act as a liaison for customers on Commercial Operations and Finance-related needs, ensuring inquiries are routed and resolved effectively. Flag early signs of customer dissatisfaction or risks, ensuring proactive follow-up with CSMs. Voice of the Customer (VoC) Internal Alignment Funnel customer insights ... (truncated, view full listing at source)