Senior Manager, Customer Success

Join Axon and be a Force for Good. At Axon, we're on a mission to Protect Life. We're explorers, pursuing society's most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other. Life at Axon is fast-paced, challenging and meaningful. Here, you'll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter. Your Impact As Senior Manager of Customer Success for Justice & Corrections at Axon, you will lead a team of approximately 812 Customer Success Managers supporting two growing and strategically important markets. You will be responsible for developing a high-performing team, driving product adoption and customer outcomes, and building the operating rhythms and processes needed to scale. This is a hands-on leadership role for someone who is equally comfortable coaching CSMs, meeting with customers, navigating escalations, using data to identify risk, and partnering across Axon to improve the customer experience. Success in this role means creating a proactive, accountable, and customer-obsessed team that helps Justice and Corrections customers realize the full value of their partnership with Axon. What You'll Do Location: Axon Hub (Boston, Scottsdale, Seattle, Atlanta, New York, San Francisco) Travel: Approximately 2550% Direct Reports: Approximately 812 Customer Success Managers Lead & Develop the Team Lead, coach, and develop a team of Customer Success Managers across Justice and Corrections Set clear expectations around customer engagement, adoption, account ownership, risk management, and performance Establish consistent 1:1s, account reviews, performance management, and development planning Develop high-potential talent, address performance gaps, and help hire and onboard strong CS talent Build a culture of customer obsession, accountability, collaboration, and continuous improvement Drive Customer Outcomes Develop a deep understanding of Justice and Corrections customers, workflows, stakeholders, and desired outcomes Spend meaningful time with CSMs and customers in the field Build trusted relationships with key customer stakeholders and support complex customer situations and escalations Coach CSMs to proactively identify adoption gaps, customer risk, and opportunities to improve customer value Drive improvements across adoption, customer health, retention, NPS, CSAT, and other key customer outcomes Build & Scale Customer Success Establish consistent operating rhythms and expectations across the team Build and improve repeatable playbooks for onboarding, adoption, account planning, customer health, executive engagement, and escalations Use Salesforce, Gainsight, product usage, and other customer signals to identify trends, prioritize action, and improve outcomes Identify processes that create unnecessary complexity and partner across Axon to improve them Bring forward customer trends, risks, and opportunities that can strengthen the broader Customer Success organization Partner Across Axon Build strong partnerships with Sales leaders and sellers supporting Justice and Corrections Partner with Sales on customer strategy, adoption, retention, risk, and opportunities to deepen relationships Collaborate across Product, Professional Services, Support, Operations, and other teams to solve complex customer challenges Represent the voice of the customer internally and translate recurring feedback into actionable insights Clarify ownership across teams and ensure customers receive a coordinated experience What You Bring 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 with varying levels of experience Experience building or scaling Customer Success programs, processes, playbooks, and operating rhythms Strong track record of partnering with Sales to drive customer and business outcomes Experience using data and customer signals to identify risk, prioritize accounts, and improve customer outcomes Strong cross-functional leadership skills across Sales, Product, Professional Services, Support, and Operations Ability to lead through change, challenge existing ways of working, and create structure in ambiguous environments Experience managing complex customer situations and escalations Strong written and verbal communication skills with customers, frontline teams, and senior leaders High ownership, sound judgment, curiosity, and a bias toward action Experience with Salesforce, Gainsight, or similar customer platforms is a plus Experience in public safety, Justice, Corrections, government technology, or another complex customer environment is a plus, but not required Bachelor's degree or equivalent practical experience Ability to travel approximately 2550% 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 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. 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. The 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. 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