Your Impact This role exists so Vehicle Intelligence customers get from purchase to value, and so CSMs and Sales Reps can be proactive without becoming VI specialists. The Product Success Manager (PSM) for Vehicle Intelligence is a product-focused, customer-facing overlay role. You cover the full Vehicle Intelligence portfolio: Axon Outpost, Lightpost, Fleet, Fusus, ALPR, and future Vehicle Intelligence capabilities, across all customers, not a single region.
You are the product expert inside Customer Success. CSMs stay close to the account and keep the 10,000-foot view. You come in with product depth, enablement, and internal resources so customers actually get value from what they bought, and so CSMs and reps can be proactive and customer-first without having to become VI specialists themselves.
You will design structured adoption strategies, run user groups and other engagement programs, enable CSMs and Sales Reps at scale, manage complex escalations, and partner with Product, Sales, Marketing, and Support. You also help hold statewide partnership and API/integration standards together so agencies can connect and stay compliant as the portfolio evolves.
What You'll Do Location: Axon Hub - Scottsdale, Boston, Seattle, Atlanta, or New York, and on the road 30-40% of time
Reports to: Mary-Madison Phillips, Senior Customer Success Operations Manager
Product Expert for Customer-Facing Teams- Develop and maintain deep subject-matter expertise across Outpost, Lightpost, Fleet, Fusus, and ALPR.
- Serve as an internal and external resource for product capabilities, use cases, and competitive positioning.
- Collaborate with Product and Marketing on consistent messaging, webinars, and case studies that highlight adoption wins and new feature launches.
Enable CSMs and Sales- Build and maintain enablement for CSMs and Reps on Vehicle Intelligence, including a clear VI 101 / fundamentals path, playbooks, and engagement guides.
- Spot adoption gaps and repeat issues early (usage data, CSM and rep signal, industry/ALPR climate) and turn them into enablement or product feedback, not one-off fire drills.
- Equip CSMs to get the ball rolling with customers. Then bring you in for depth, clarifying questions, and the internal resources to move things. This is not owning the sale or the account.
- Partner with Product and Sales so customer insights, success stories, and usage trends get captured and shared.
- Participate in roadmap discussions with front-line product insight.
- Represent customer, CSM, and sales-field needs in internal forums around adoption, experience, and long-term product satisfaction.
Drive Product Adoption & Engagement at Scale- Lead adoption initiatives and engagement programs for all Vehicle Intelligence products, across the full customer base.
- Design and deliver structured customer engagement, including:
- Product webinars / releases
- Regional and virtual user groups
- Build and strengthen the product-specific POC network (supervisors, administrators, and strategic operational users).
- Enable CSMs to guide customers from onboarding through advanced usage and advocacy.
- Lead a Vehicle Intelligence Product User Group experience so customers can share best practices and feed product insight back to Axon.
Escalation Management- Own and resolve complex product escalations with clarity, urgency, and a focus on restoring value and confidence.
- Serve as the go-to expert for high-complexity adoption barriers and technical challenges across Vehicle Intelligence.
- Coordinate across Product, Support, CSMs, and other internal partners so customers get a timely, coordinated path to resolution.
Product Feedback & Requirements Intake- Act as a structured intake point between customers, CSMs, Reps, and Product, translating field feedback into clear, actionable enhancement requests.
- Prioritize and document requirements based on customer impact.
- Partner with Product Management to close the loop with customers on how their feedback shaped the roadmap.
Statewide Partnerships & API Compliance- Help manage statewide partnership relationships across agencies of all sizes, including ongoing alignment with Vehicle Intelligence API standards and integration requirements.
- Serve as a trusted liaison to law enforcement leadership on statewide initiatives, with consistent messaging and support.
- Coordinate with internal technical and legal teams to resolve compliance issues as they arise
What You Bring- 5+ years in Customer Success, Product Success, Product Engagement, Customer Programs, Program Management, or a related cross-functional role in SaaS, hardware/software, or enterprise technology.
- A customer-first mindset and a passion for enablement, making other people (especially CSMs and Reps) better, not doing the account or the sale for them.
- Proven ability to design, standardize, and scale tools, templates, and methodologies across teams.
- Experience leading cross-product initiatives with multiple stakeholders and competing priorities.
- Strong program management skills; you bring clarity, structure, and momentum.
- Exceptional presentation, facilitation, and communication skills, including the ability to distill complex product and customer insight for CSMs, Reps, customers, and executives.
- Strong systems-thinking and analytical abilities, with enough data fluency to turn usage patterns into adoption strategy.
- Comfort using product usage and customer health data (Salesforce, Gainsight, or similar) to prioritize which CSMs, reps, accounts, and issues to go after.
- Comfort working across products, teams, and levels of the organization without direct authority.
- Proficiency in Salesforce preferred; familiarity with Gainsight, Jira, and Google Workspace a plus.
What Success Looks Like - CSMs and reps can run a VI conversation (fundamentals, feature updates, ALPR climate) without you on every call, and they know when to pull you in.
- Customers are engaged through webinars, user groups, and structured adoption support.
- The same issues do not keep coming back as escalations; when something is complex, it has a clear owner and a path to resolution.
- Product gets a prioritized VI list from the field, and customers hear back.
- Statewide / API partnership work stays coordinated and compliant.
Benefits that Benefit You- Competitive salary and 401k with employer match
- Discretionary paid time off
- Paid parental leave for all
- Medical, Dental, Vision plans
- Fitness Programs
- Emotional & Mental Wellness support
- Learning & Development programs
- Employee Resource Groups (ERGs)
- And yes, we have snacks in our offices
Benefits listed herein may vary depending on the nature of your employment and the location where you work.
Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit https://www.axon.com/careers.
Base Pay Range
$103,500-$165,600 USD
Don't meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.
Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you're excited about this role and our mission to Protect Life but your experience doesn't align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
Important NotesThe 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.
