{"id":3704986,"url":"https://alion.io/job/axon-enterprise-customer-success-manager","title":"Customer Success Manager, Western Canada","company":{"id":4101,"name":"Axon Enterprise","domain":"axon.com","url":"https://alion.io/company/axon","size_band":"1-10","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":78,"open_postings":129,"ghost_share":0.008,"stale_share":0.868,"repost_share":0.016,"time_to_fill_p50_days":48,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"WhatsApp","optional":false}],"status":"live","first_seen_at":"2026-11-03T18:01:52Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-06T03:26:35Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Join Axon and be a Force for Good.\nAt 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.\nLife 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.\nYour Impact:\nThe Customer Success Manager will work Axon’s larger customers to build long-term, strategic partnerships. You will work closely with your clients to understand their workflows, organizational structures and overall requirements. As their main point of contact, your customers will lean on you to provide best practices and to help them achieve their operational goals through the use of Axon’s products.\nYou will also work closely with multiple cross-functional teams by providing invaluable insight into customers’ needs and challenges, helping influence and guide internal product road-maps and projects.\nAs someone that wears multiple hats, from project management to product expert to consultant, you will continually be focused on making your customers more efficient and more confident within their daily workflows.\nWhat You'll Do\nLocation: Canada (Remote, West Coast)\nReports to: Manager, Customer Success\nTravel: 25-35%\n Relationship Management\nBuilds trusted partnerships with command staff, procurement, and training leads.\nFacilitates executive business reviews (QBRs, annual ROI conversations).\n Customer Onboarding & Expectation Management\nSets the tone for the partnership and develops trusted relationship with customer\nEnsures the customer understands timelines, delivery scope, key contacts.\nTranslates deployment goals into success criteria (e.g., officer adoption, training outcomes).\nInternal Alignment\nActs as a liaison between Sales, Professional Services, Support, and the customer.\nEnsures Professional Services deliverables align with broader customer goals.\nRisk Identification\nFlags any early signs of friction, dissatisfaction, or resource gaps.\nPrepares the path for smooth transition from deployment to adoption phase.\n Adoption & Value Realization\nDevelops a deep understanding of Axon’s product line and ensure proper implementation in every customer’s environment\nCreate success plans for your customers and document customer progress toward established goals and results\nTracks product adoption\nDrives usage insights (e.g., reports on activations, training compliance, policy impact).\nSupports rollout planning for new cohorts or use cases.\nWork closely with Axon’s marketing and training teams to conduct regular training webinars and calls\nLearn and share industry best practices in order to solve customer needs\nIssue Escalation & Coordination\nNot a first-line support agent, but ensures high-impact issues are addressed cross-functionally.\nCoordinates with Support, PS, Legal, or Product if needed.\nManage escalations closely, acting as the quarterback for all critical issues and ensuring multiple internal teams are aligned\n Renewals & Expansion Enablement\nPrepares the account for renewal discussions by demonstrating impact.\nFlags upsell/cross-sell opportunities to Sales (e.g., body-worn cameras, Fusus, VR training).\n Voice of the Customer (VoC)\nCollects feedback on product usability, training effectiveness, support responsiveness.\nFunnels feedback to Product teams to influence roadmap or services.\nEngage with your customers through regular calls, business reviews and daily needs\nWhat You Bring\nBachelor's degree or equivalent work experience\n5+ years’ working in a customer-facing role and 3+ years working with Enterprise-level customers\nStrong project management skills with a proven system for tracking multiple customer requests, issues and strategic plans\nA proven track record of leading process improvements within large organizations\nPrevious experience tracking product adoption and customer engagement through data-analysis tools\nSelf-motivated, team-oriented, responsible, and focused on exceeding customer expectations\nExceptional organizational, presentation, and communication skills, both verbal and written\nDemonstrated ability to deal with change and excel in high-stress situations\nAxon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit https://www.axon.com/careers.\nBase Pay Range\n$74,250—$118,800 CAD\nDon’t meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.\nStudies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.\nImportant Notes\nThe above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.\nSome roles may also require legal eligibility to work in a firearms environment.\nWe collect personal information from applicants to evaluate candidates for employment. You may request access, deletion, or exercise other CCPA rights at  or via our Axon Privacy Web Form. For more information, please see the Your California Privacy Rights section of our Applicant and Candidate Privacy Notice.\nAxon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.\nWe are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent - regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances - and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email . Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.\nPhishing alert: Axon will never ask you to pay for any part of the hiring process, including training, equipment, or background checks. We do not make job offers via text message, WhatsApp, or instant messaging platforms without a formal interview process. All legitimate job openings are listed on our official careers page at https://www.axon.com/careers. 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