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 ImpactAs 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 DoLocation: Axon HubTravel: Approximately 25–50%Direct Reports: Approximately 8–12 Customer Success ManagersLead & Develop the TeamLead, coach, and develop a team of Customer Success Managers across Justice and CorrectionsSet clear expectations around customer engagement, adoption, account ownership, risk management, and performanceEstablish consistent 1:1s, account reviews, performance management, and development planningDevelop high-potential talent, address performance gaps, and help hire and onboard strong CS talentBuild a culture of customer obsession, accountability, collaboration, and continuous improvementDrive Customer OutcomesDevelop a deep understanding of Justice and Corrections customers, workflows, stakeholders, and desired outcomesSpend meaningful time with CSMs and customers in the fieldBuild trusted relationships with key customer stakeholders and support complex customer situations and escalationsCoach CSMs to proactively identify adoption gaps, customer risk, and opportunities to improve customer valueDrive improvements across adoption, customer health, retention, NPS, CSAT, and other key customer outcomesBuild & Scale Customer SuccessEstablish consistent operating rhythms and expectations across the teamBuild and improve repeatable playbooks for onboarding, adoption, account planning, customer health, executive engagement, and escalationsUse Salesforce, Gainsight, product usage, and other customer signals to identify trends, prioritize action, and improve outcomesIdentify processes that create unnecessary complexity and partner across Axon to improve themBring forward customer trends, risks, and opportunities that can strengthen the broader Customer Success organizationPartner Across AxonBuild strong partnerships with Sales leaders and sellers supporting Justice and CorrectionsPartner with Sales on customer strategy, adoption, retention, risk, and opportunities to deepen relationshipsCollaborate across Product, Professional Services, Support, Operations, and other teams to solve complex customer challengesRepresent the voice of the customer internally and translate recurring feedback into actionable insightsClarify ownership across teams and ensure customers receive a coordinated experienceWhat You Bring8+ years of experience in Customer Success, Customer Experience, SaaS, account management, customer-facing operations, or a related field3+ years of direct people-management experience, ideally leading Customer Success Managers or another customer-facing teamProven ability to coach and develop teams with varying levels of experienceExperience building or scaling Customer Success programs, processes, playbooks, and operating rhythmsStrong track record of partnering with Sales to drive customer and business outcomesExperience using data and customer signals to identify risk, prioritize accounts, and improve customer outcomesStrong cross-functional leadership skills across Sales, Product, Professional Services, Support, and OperationsAbility to lead through change, challenge existing ways of working, and create structure in ambiguous environmentsExperience managing complex customer situations and escalationsStrong written and verbal communication skills with customers, frontline teams, and senior leadersHigh ownership, sound judgment, curiosity, and a bias toward actionExperience with Salesforce, Gainsight, or similar customer platforms is a plusExperience in public safety, Justice, Corrections, government technology, or another complex customer environment is a plus, but not requiredBachelor's degree or equivalent practical experienceAbility to travel approximately 25–50%Benefits that Benefit YouCompetitive salary and 401k with employer matchDiscretionary paid time offPaid parental leave for allMedical, Dental, Vision plansFitness ProgramsEmotional & Mental Wellness supportLearning & Development programsAnd yes, we have snacks in our officesBenefits 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.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.We collect personal information from applicants to evaluate candidates for employment. You may request access, deletion, or exercise other CCPA rights at or via ourAxon Privacy Web Form. For more information, please see the Your California Privacy Rights section of ourApplicant and Candidate Privacy Notice.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 Please note that this email address is for accommodation purposes only. 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