Senior Customer Success Manager

About the role

Axon is seeking a Senior Customer Success Manager to partner with large enterprise customers in Puerto Rico. You will act as the primary point of contact, guiding clients through onboarding, adoption, and ongoing value realization of Axon’s safety and justice solutions.

Key responsibilities

• Build trusted relationships with command staff, procurement, and training leads; facilitate executive business reviews and ROI discussions.
• Lead onboarding, set expectations, translate deployment goals into success criteria, and track product adoption and usage insights.
• Coordinate across Sales, Professional Services, Support, Legal, and Product teams to align deliverables with customer goals and manage high‑impact issue escalations.
• Prepare renewal discussions, identify upsell/cross‑sell opportunities, and convey customer feedback to influence product roadmaps.

Required profile

• Bachelor’s degree or equivalent experience.
• Bilingual in Spanish and English.
• 5+ years in a customer‑facing role with at least 3 years serving enterprise‑level customers.
• Strong project‑management skills and a proven system for tracking multiple customer requests and strategic plans.
• Experience analyzing product adoption data and driving process improvements.

Required skills

• Project management
• Data‑analysis tools