Customer Success Representative re - engaging and retaining Prophix customers using its financial performance platform. Driving renewals, adoption, and account expansion across a SaaS portfolio.
About the role
- Axon Customer Success Manager helping Canadian public-safety customers adopt devices and cloud software. Building strategic partnerships, guiding deployments, and driving renewals and product value.
Responsibilities
- Build long-term, strategic partnerships with larger customers
- Understand customers’ workflows, organizational structures, and requirements
- Serve as the main customer point of contact and provide best practices
- Help customers achieve operational goals through Axon products
- Provide customer insights to influence internal product roadmaps and projects
- Act as project manager, product expert, and consultant
- Build trusted partnerships with command staff, procurement, and training leads
- Facilitate executive business reviews, QBRs, and annual ROI conversations
- Manage customer onboarding, timelines, delivery scope, key contacts, and success criteria
- Liaise between Sales, Professional Services, Support, and customers
- Identify risks, friction, dissatisfaction, and resource gaps
- Develop success plans, document progress, and track product adoption
- Drive usage insights and support rollout planning
- Conduct training webinars and calls with marketing and training teams
- Coordinate high-impact issue escalations across Support, Professional Services, Legal, and Product
- Prepare accounts for renewals and flag upsell/cross-sell opportunities to Sales
- Collect and route customer feedback to Product teams
- Engage customers through regular calls, business reviews, and daily needs
Requirements
- Bachelor's degree or equivalent work experience
- 5+ years working in a customer-facing role
- 3+ years working with Enterprise-level customers
- Strong project management skills and a proven 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 verbal and written communication skills
- Ability to deal with change and excel in high-stress situations
- Legal eligibility to work in a firearms environment may be required for some roles
Benefits
- Base pay, bonus, and stock awards as total compensation
- Benefits supporting employees physically, financially, and emotionally
- Accommodation assistance during the application or recruiting process
- Equal opportunity and inclusive workplace
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