Senior Manager, Customer Success

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 8–12 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 Travel: Approximately 25–50% Direct Reports: Approximately 8–12 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 25–50% Benefits that Benefit You Competitive salary and 401k with employer match Discretionary paid time off Paid parental leave for all Fitness Programs Emotional & Mental Wellness support 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. Some roles may also require legal eligibility to work in a firearms environment. Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment. We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email View email address on click.appcast.io. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes. Voluntary Self-Identification For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file. As set forth in Axon’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law. If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows: A \"disabled veteran\" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A \"recently separated veteran\" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An \"active duty wartime or campaign badge veteran\" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An \"Armed forces service medal veteran\" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. #J-18808-Ljbffr Axon Enterprise