Customer Success Manager, Carbyne

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.

In March 2026, Carbyne officially joined forces with Axon, marking a major step forward for emergency communications. United by a shared mission to Protect Life, Carbyne and Axon are modernizing 911 by improving how critical data reaches call centers. Together, we enable faster, more informed responses by equipping emergency call centers with real-time video, silent chat, precise location tracking, and other essential tools—bringing life-saving information to the right people at exactly the right time.

• Serve as the lead point of contact for any and all matters specific to our customers.
• Develop trusted relationships with decision-makers, key personnel, and IT staff.
• Engage in a high-touch communication model with customers on a regular basis, based on Carbyne's best practices. 
• Clearly communicate product usage and analytics on a quarterly or as needed basis to the relevant stakeholders. 
• Work closely with internal teams to present, meet, and exceed customer expectations and perceptions. 
• Identify and track enhancement requests for future features and functionality.
• Advocate for customer success and adoption. 
• Partner with Carbyne's sales team to develop a plan for customer success and expansion to achieve growth goals. 
• Identify upsell opportunities and communicate any potential risks that would threaten renewal.
• Master Carbyne's products to promote customer adoption and usage, communicating the most relevant features/functionality for their specific business needs. 
• Enhance the effectiveness and efficiency of operational processes and systems. 
• Develop and implement customer success policies and procedures. 
• Identify and implement strategies to improve customer satisfaction and product adoption. 
•  Understand various post-sale adoption methods and devise ways to measure and improve customer onboarding and handoff experience. 

• Proven experience as a Customer Success Manager within the SaaS tech industry
• Experience in generating training materials and executing training sessions on-site/remotely 
• Strong client-facing and communication skills 
• Advanced troubleshooting and multi-tasking skills 
• Passionate about building lasting customer relationships 
• Ability to think strategically and lead 
• Customer service orientation 
• Comfortable speaking in front of large groups 
• Willingness to travel up to 30% of the time for client visits 
• Proven customer success experience is within SaaS company serving public safety 
  
  

The 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.

Some roles may also require legal eligibility to work in a firearms environment.

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Axon’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.

We 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 recruitingops@axon.com.  Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.

Phishing 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.  If you receive a suspicious offer or outreach from an email address that is not @axon.com, or if you are asked for sensitive personal information (bank details, Social Security Number) prematurely, please ignore the message and report it to recruitingops@axon.com.