Senior Customer Success Manager, Puerto Rico

About the role

Axon is looking for a Senior Customer Success Manager based in Puerto Rico, working remotely. The role reports to the Director, Customer Success, involves 25-35% travel, and focuses on building long-term, strategic partnerships with Axon's larger customers. The manager acts as the main point of contact, helps customers achieve their operational goals with Axon's products, and influences internal product roadmaps.

Key responsibilities

• Build trusted partnerships with command staff, procurement and training leads, and run executive business reviews and annual ROI conversations.
• Onboard customers, set expectations, clarify timelines and scope, and turn deployment goals into success criteria such as officer adoption and training outcomes.
• Act as a liaison between Sales, Professional Services, Support and the customer, and flag early signs of friction or resource gaps.
• Ensure proper implementation of Axon's product line, create success plans, track adoption and drive usage insights such as activations, training compliance and policy impact.
• Work with marketing and training teams on regular webinars and calls, and share industry best practices.
• Escalate high-impact issues across Support, Professional Services, Legal or Product, and coordinate renewals and expansion opportunities with Sales.
• Collect customer feedback on usability, training and support, and funnel it to Product teams to influence the roadmap.

Required profile

• Bachelor's degree or equivalent work experience.
• Spanish/English bilingual.
• 5+ years in a customer-facing role and 3+ years with enterprise-level customers.
• Proven track record of leading process improvements in large organizations.
• Experience tracking product adoption and customer engagement with data-analysis tools.
• Ability to handle change and high-stress situations, with strong organizational, presentation and communication skills.