Senior Manager, Customer Success

At Axon were on a mission to Protect Life. Were explorers pursuing societys 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 youll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.

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.

Location: Axon Hub (Boston Scottsdale Seattle Atlanta New York San Francisco)
Travel: Approximately 2550%
Direct Reports: Approximately 812 Customer Success Managers

• 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

• 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

• 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

• 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

• 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
• Bachelors degree or equivalent practical experience
• Ability to travel approximately 2550%

• 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.

Dont meet every single requirement Thats 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 youre excited about this role and our mission to Protect Life but your experience doesnt 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 Notes

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.

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Axons mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axons 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. Were 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. Axon will not respond to inquiries for other purposes.

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