VP of Customer Success, Axon 911

About the role

We are seeking a seasoned, strategic, and execution-oriented VP of Customer Success to lead and scale our Customer Success organization for Axon 911. This leader will be responsible for driving retention, expansion, and customer advocacy across a complex, highly relational public safety customer base. Reporting to the Chief Customer Officer, this role will lead a team of senior leaders (Sr. Managers/Directors) who oversee Customer Success Managers (CSMs). You will play a critical role in shaping post-sale strategy, building durable executive relationships with agency leaders, and ensuring customers realize meaningful outcomes from Axon 911. This is a highly visible role that blends operational rigor, revenue accountability, and mission-driven customer partnership. This is a hybrid role in our Manhattan office. Why This Role Matters This is not a traditional SaaS Customer Success role. Our customers rely on Axon 911 in life-critical situations. The VP of Customer Success will directly impact how emergency response systems operate-helping agencies save time, improve outcomes, and ultimately protect lives. You'll be joining a mission-driven organization where customer success is deeply tied to real-world impact.

Responsibilities

• Own Retention & Expansion Outcomes
• Lead the Customer Success organization with full accountability for Gross Revenue Retention (GRR) and Net Revenue Retention (NRR)
• Drive expansion pipeline generation in partnership with Sales, including upsell and cross-sell motions
• Establish forecasting rigor and proactively manage risk across the customer base
• Lead & Develop a High-Performing Org
• Manage and develop a team of Sr. Managers/Directors who lead CSM teams
• Build scalable processes, playbooks, and operating rhythms across segments and geographies
• Elevate talent through coaching, performance management, and succession planning
• Build Deep, Trusted Customer Relationships
• Engage directly with executive stakeholders across public safety agencies
• Navigate complex, long-term, relationship-driven customer environments
• Act as a senior escalation point and strategic partner for key accounts
• Drive Customer Outcomes & Advocacy
• Ensure customers achieve measurable operational and mission-critical outcomes
• Build programs that convert satisfied customers into referenceable advocates
• Partner with Product and Implementation to continuously improve the end-to-end customer experience
• Shape Company Strategy
• Serve as a key member of the Customer leadership team
• Provide voice-of-customer insights to influence product roadmap and go-to-market strategy
• Partner cross-functionally with Sales, Product, Support, and Implementation

Requirements

• Required Experience
• Current VP-level leader with 5+ years operating at the VP level
• Proven track record managing senior leaders (Sr. Manager/Director level and above)
• Direct ownership of GRR and NRR in a scaled Customer Success organization
• Experience carrying or contributing to a pipeline generation target
• Success in managing a highly relational, enterprise customer base
• Exceptional executive communication and stakeholder management skills
• Based in or willing to work from New York City
• Experience managing global Customer Success teams
• Background in public safety, government, or regulated industries
• 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
• Employee Resource Groups (ERGs)
• 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.
• Axon is a total compensatio

Benefits

Additional Information

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 Axon 911 Axon 911 brings together Prepared and Carbyne under Axon. Together, we are creating the only platform that combines modern 911 infrastructure with an AI intelligence layer-helping public safety agencies move faster, make better decisions, and deliver better outcomes in the moments that matter most. 911 is the backbone of public safety, yet the professionals behind it have long been held back by outdated technology. Axon 911 is here to change that. Joining this team means more than taking a job-it means helping shape the future of emergency response and building a safer, more connected world.

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