Public Sector CS Leader – Commonwealth (Remote)

Axon Enterprise; Canada; On-site; CAD 124,000 - 198,000; Full time

Job summary

Axon Enterprise in Canada is seeking a Manager, Customer Success for the Commonwealth to lead a distributed team of Customer Success Managers across UK, Canada and Australia. You will guide strategic customer outcomes, build value roadmaps, and own quarterly business reviews to drive retention, adoption and growth.

You’ll partner with Sales, Professional Services, Support, Product and Marketing, coach leaders, manage hiring and performance, and travel regularly (~40-50%) to customer sites.

Qualifications

• 8+ years in customer-facing roles; 3+ years managing a team in Customer Success or equivalent.
• Proven success leading teams serving enterprise and public-sector customers.
• Track record driving retention, adoption, and satisfaction through a team - not just as an individual contributor.
• Experience with QBRs, success planning, and executive stakeholder management at scale.
• Ability to coach others on CS activities: onboarding, adoption, escalation coordination, renewal readiness, and expansion signal identification.
• Strong partnership skills across Sales, Professional Services, Support, and Product.
• Familiarity with Salesforce, Gainsight, and customer success tooling.
• Understanding of SaaS, cloud, and connected-device / hardware ecosystems.
• Willingness to travel extensively and work across global time zones.
• Degree or equivalent experience

Responsibilities

• Lead and develop the team: manage, mentor, and develop a team of CSMs across Commonwealth territories.
• Set clear goals aligned to retention, adoption, NPS, and product utilisation.
• Run hiring, onboarding, performance management, and career development for your team.
• Foster a culture of proactive customer engagement, disciplined execution, and cross-functional collaboration.
• Drive strategic customer outcomes: act as a strategic partner, build value roadmaps, lead executive reviews, and connect product usage to agency goals.
• Own QBR excellence at scale: standards, preparation, executive readiness, and follow-through.
• Support major account strategy and complex escalations.
• Ensure every priority account has a clear success plan with goals, risks, owners, and dates.
• Orchestrate across Axon: partner with Sales on transitions, renewal readiness, and expansion; collaborate with Professional Services, Support, Product, Marketing; maintain Salesforce and Gainsight hygiene.
• Operate across regions and time zones: lead a distributed team across UK/Canada/Australia, travel ~40–50%, adapt playbooks for varied procurement contexts

Skills

Customer-facing

Leadership

Stakeholder management

Cross-functional collaboration

Salesforce familiarity

Travel willingness

Degree or equivalent

Education

Degree or equivalent experience

Tools

Salesforce

Gainsight

Job description

Axon Enterprise in Canada is seeking a Manager, Customer Success for the Commonwealth to lead a distributed team of Customer Success Managers across UK, Canada and Australia. You will guide strategic customer outcomes, build value roadmaps, and own quarterly business reviews to drive retention, adoption and growth.

You’ll partner with Sales, Professional Services, Support, Product and Marketing, coach leaders, manage hiring and performance, and travel regularly (~40-50%) to customer sites.