Overview 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. Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Axon is a place where you matter and can grow as you contribute to a mission that matters. What You’ll Do Location: Canada (West Coast) Reports to: Manager, Customer Success Travel: 40% Relationship ManagementBuilds trusted partnerships with command staff, procurement, and training leads. Facilitates executive business reviews (QBRs, annual ROI conversations). Customer Onboarding & Expectation Management Sets the tone for the partnership and develops trusted relationships with customers. Ensures the customer understands timelines, delivery scope, and key contacts. Translates deployment goals into success criteria (e.G., officer adoption, training outcomes). Internal AlignmentActs as a liaison between Sales, Professional Services, Support, and the customer. Ensures Professional Services deliverables align with broader customer goals. Risk IdentificationFlags early signs of friction, dissatisfaction, or resource gaps. Prepares the path for a smooth transition from deployment to adoption. Adoption & Value RealizationDevelops a deep understanding of Axon’s product line and ensures proper implementation in every customer’s environment. Creates success plans for customers and documents progress toward goals and results. Tracks product adoption. Drives usage insights (e.G., reports on activations, training compliance, policy impact). Supports rollout planning for new cohorts or use cases. Collaborates with Axon’s marketing and training teams to conduct regular training webinars and calls. Learns and shares industry best practices to solve customer needs. Issue Escalation & CoordinationNot a first-line support agent, but ensures high-impact issues are addressed cross-functionally. Coordinates with Support,



Professional Services, Legal, or Product as needed. Manages escalations closely, acting as the quarterback for critical issues and ensuring alignment across internal teams. Renewals & Expansion EnablementPrepares the account for renewal discussions by demonstrating impact. Flags upsell/cross-sell opportunities to Sales (e.G., body-worn cameras, Fusus, VR training). Voice of the Customer (VoC)Collects feedback on product usability, training effectiveness, and support responsiveness. Conveys feedback to Product teams to influence roadmap or services. Engages with customers through regular calls, business reviews and daily needs. What You Bring Bachelor's degree or equivalent work experience 5+ years in a customer-facing role and 3+ years with Enterprise-level customers Strong project management skills with a system for tracking multiple customer requests, issues, and strategic plans Proven track record of leading process improvements within large organizations 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 adapt to change and excel in high-stress situations Axon is a total compensation company; compensation includes base pay, bonus, and stock awards. Base pay depends on factors like level, function, training, experience, market, and business needs. Our benefits support you physically, financially and emotionally. For details on benefits, visit the Axon careers benefits page. Base Pay Range: CAD 74,250 – 118,800. Important Notes The above job description is not exhaustive of all duties and may change at any time in accordance with business needs. Some roles may require legal eligibility to work in a firearms environment. We are an equal prospect employer that promotes justice, advances equity, values diversity and fosters inclusion. If you need accommodation during the application or recruiting process, email #J-18808-Ljbffr

📌 Customer Success Manager, Canada - West - C$74,250 - C$118,800 A Year (Quebec City)
🏢 Axon
📍 Quebec City