Customer Success Manager, Carbyne

1 day ago
Full-time
Mid Level
Customer and Technical Support
Axon

Axon

Axon, formerly TASER International, is a global leader in public safety technology. From smart weapons to body cameras and evidence management software, Axon provides safe and secure solutions for law enforcement, militaries, and citizens. With a missi...

Professional Services
1K-5K
Founded 1993

Description

  • Serve as the lead point of contact for all customer matters and manage account-level communications.
  • Manage all operational activities for assigned customers, ensuring Carbyne meets contracted KPIs/SLA.
  • Serve as the primary escalation point for incident reporting and engage technical resources as needed.
  • Onboard customers and lead project initiation, training, and handoff activities to drive adoption.
  • Develop and maintain trusted relationships with decision-makers, key personnel, and IT staff through a high-touch communication model.
  • Collect, analyze, and report product usage and analytics to stakeholders on a quarterly or as-needed basis.
  • Identify, track, and advocate for customer enhancement requests and coordinate with internal teams for feature/functional improvements.
  • Partner with sales to develop customer success and expansion plans, identify upsell opportunities, and communicate renewal risks.
  • Develop and improve operational processes, customer success policies, and strategies to improve customer satisfaction and product adoption.

Requirements

  • Proven experience as a Customer Success Manager within the SaaS tech industry.
  • Experience creating training materials and delivering training sessions on-site and remotely.
  • Strong client-facing and communication skills and comfort speaking in front of large groups.
  • Advanced troubleshooting and multi-tasking skills.
  • Demonstrated ability to build and maintain lasting customer relationships and advocate for customer success.
  • Strategic thinking and leadership capability.
  • Customer service orientation with experience measuring and improving post-sale adoption and onboarding.
  • Willingness to travel up to 30% for client visits.
  • Preferred: prior customer success experience serving public safety or emergency communications customers.
  • Some roles may require legal eligibility to work in a firearms environment.

Benefits

  • Total compensation structure includes base pay, bonus, and stock awards.
  • Base pay range: $67,500 — $108,000 USD.
  • Competitive salary and 401(k) with employer match.
  • Discretionary time off (flexible PTO).
  • Paid parental leave for all.
  • Medical, dental, and vision plans.
  • Fitness programs and emotional & development programs.
  • On-site office perks (snacks).

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Customer Success Manager

SWORD Health 251-1K Health Care Providers & Services

Customer Success Manager at Sword Health, working remotely in Canada to manage implementation and post-sale account experiences for enterprise partners with the objective of driving client engagement, measurable clinical and economic outcomes, and account growth.

15 hours, 40 minutes ago

Customer Success Associate

Voltus 251-1K Electric Utilities

Customer Success Associate at Voltus responsible for managing end-to-end onboarding and ongoing account support for commercial and industrial customers so they enter energy markets quickly and perform to earn revenue.

Salesforce
15 hours, 55 minutes ago

Enterprise Customer Success Manager (Canada)

Articulate 51-250 Internet Software & Services

Enterprise Customer Success Manager at Articulate (Canada), working remotely to manage international enterprise accounts post-sale and drive onboarding, product adoption, retention, renewals, and account expansion.

Salesforce
16 hours, 10 minutes ago

Partner Success Manager

Healthcare.com 11-50 Internet Software & Services

Partner Success Manager at HealthCare.com responsible for driving revenue growth by owning the performance and expansion of insurance distribution partners on the Autopilot platform to maximize partner ROI and platform value.

17 hours, 40 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers