Senior Manager, Customer Success
Axon
Opportunity published from Greenhouse · applications stay with the original hiring source.
About the opportunity
Join Axon as Senior Manager of Customer Success for Justice & Corrections and lead a team of approximately 8–12 Customer Success Managers supporting two growing and strategically important markets.
You will take ownership of developing a high-performing team, driving product adoption, ensuring customer outcomes, and building the operating rhythms and processes needed to scale.
This is a hands-on leadership role where you will coach CSMs, meet with customers in the field, navigate complex escalations, and use data to identify risk.
Success means creating a proactive, accountable, and customer-obsessed team that helps Justice and Corrections customers realize the full value of their partnership with Axon.
Key responsibilities
- Lead, coach, and develop a team of approximately 8–12 Customer Success Managers across Justice and Corrections.
- Establish consistent operating rhythms, 1:1s, performance management, account reviews, and repeatable playbooks for onboarding, adoption, and escalations.
- Spend meaningful time in the field with CSMs and customers to build trusted relationships and support complex customer situations.
- Drive improvements across adoption, customer health, retention, NPS, and CSAT using data from Salesforce, Gainsight, and product usage.
- Build strong cross-functional partnerships with Sales, Product, Professional Services, Support, and Operations to solve customer challenges and represent the voice of the customer.
- Develop high-potential talent, address performance gaps, and help hire and onboard strong CS talent.
Qualifications
- 8+ years of experience in Customer Success, Customer Experience, SaaS, account management, customer-facing operations, or a related field.
- 3+ years of direct people-management experience, ideally leading Customer Success Managers or another customer-facing team.
- Proven ability to coach and develop teams, scale Customer Success programs, and partner with Sales to drive outcomes.
- Experience using data and customer signals to identify risk, prioritize accounts, and improve customer outcomes.
- Strong cross-functional leadership skills and ability to lead through change in ambiguous environments.
- Experience managing complex customer situations and escalations with strong written and verbal communication skills.
- Bachelor's degree or equivalent practical experience.
Nice to have
- Experience with Salesforce, Gainsight, or similar customer platforms.
- Experience in public safety, Justice, Corrections, government technology, or another complex customer environment.
Benefits
- Competitive salary and 401k with employer match.
- Discretionary paid time off and paid parental leave for all.
- Medical, Dental, and Vision plans.
- Fitness programs and emotional & mental wellness support.
- Learning & development programs.
- Office snacks.
Job details
- Location: Axon Hub (Boston, Scottsdale, Seattle, Atlanta, New York, San Francisco).
- Remote/hybrid/on-site status: Axon Hub based.
- Travel: Approximately 25–50%.
Direct Reports
Approximately 8–12 Customer Success Managers.
About the company
At Axon, we are on a mission to Protect Life.
We pursue society’s most critical safety and justice issues with our ecosystem of devices and cloud software.
Life at Axon is fast-paced, challenging, and meaningful, offering you the opportunity to take ownership and drive real change.
Application: UpVagas lists this opportunity from the hiring company or its recruitment platform. The application is completed at the original source.
