Justice Senior Customer Success Manager

Your Impact

The Justice Senior Customer Success Manager will work with Axon Justice’s largest Prosecutor and Public Defender 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.

You 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.

As someone who operate in a cross-functional capacity with a particular focus on Justice workflows and stakeholders, 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.

What You’ll Do

Location: Remote, West Coast
Reports to: Director, Customer Success
Travel: 30-35%

• Engage with your customers through regular calls, business reviews and daily needs
• Monitor and manage adoption metrics to ensure customers are utilizing the full Axon Justice platform
• Create success plans for your customers and document customer progress toward established goals and results
• Manage escalations closely, acting as the quarterback for all critical issues and ensuring multiple internal teams are aligned
• Communicating major milestones and updates to Sr. Leadership on a regular basis
• Work closely with Axon’s marketing and training teams to conduct regular training webinars and calls
• Develop a deep understanding of Axon’s product lines and ensure proper implementation in every customer’s environment
• Learn and share industry best practices in order to solve customer needs
• Partner with Sales to identify growth and expansion opportunities within accounts

What You Bring

• Required Experience: Justice / Legal Sector. We are seeking candidates with deep experience in the justice/legal sector, ideally within Prosecutor or Public Defender offices, with strong knowledge of discovery, digital evidence management, case management, motions and filings, courtroom processes, and interactions with law enforcement. Experience working with prosecutors, defense attorneys, or other legal practitioners is highly valued.
• Proven Justice Stakeholder Engagement: The role requires proven ability to engage effectively with justice stakeholders (e.g. DAs, ADAs, PDs and IT). Candidates should be familiar with the constraints and priorities these stakeholders face (e.g. statutory deadlines, discovery disclosure, ethical obligations) and able to translate those into customer success strategies.
• Strong project management skills with a proven system for tracking multiple customer requests, issues and strategic plans
• A proven track record of leading process improvements within large organizations
• Previous experience tracking product adoption and customer engagement through data-analysis tools
• Self-motivated, team-oriented, responsible, and focused on exceeding customer expectations
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Demonstrated ability to deal with change and excel in high-stress situations
• Bachelor's degree or equivalent work experience