Senior Manager, Customer Success

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.

Responsibilities

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

Requirements

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; Bachelor's degree or equivalent practical experience; Ability to travel approximately 25–50%

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; Paid parental leave for all; Medical, Dental, Vision plans; Fitness Programs; Emotional & Mental Wellness support; Learning & Development programs; Snacks in offices