SaaS Implementation Manager

Axon; Brandon; Hybrid; CAD 74,000 - 119,000; Full time

Job summary

Axon Enterprise in Brandon, Manitoba is seeking a SaaS Implementation Manager to be the primary technical contact for key customer agencies, guiding implementation projects and optimizing workflows using Axon Records and Productivity Suite.

You will work with cross-functional teams, provide expert onboarding, training, and ongoing technical support, and help drive customer success while traveling domestically in Canada and maintaining a hybrid onsite schedule.

Qualifications

• Experience in SaaS implementations and professional services.
• Proven project management and stakeholder management skills.
• Ability to translate customer needs into workable configurations and workflows.

Responsibilities

• Serve as the primary day-to-day technical contact for assigned customer agencies.
• Develop deep expertise across Axon technologies, focusing on Axon Records and Productivity Suite.
• Configure Axon solutions and align workflows to operational objectives.
• Act as a subject matter expert on agency workflows related to Records and Productivity Suite adoption.
• Administer, document, and support functional acceptance testing activities.
• Deliver customer training sessions and knowledge transfer on Axon workflows.
• Monitor support tickets and coordinate escalation paths when needed.
• Interpret release notes and communicate impacts to customers.
• Represent customer feedback to Product and cross-functional teams.
• Collaborate with CSMs, Professional Services, Support, Product Management and Engineering.
• Support quarterly business reviews and customer engagement activities.
• Ensure service level and contractual obligations are met.
• Support reporting, integrations and data workflows using Power BI, SQL Server, APIs, and JSON configurations.
• Assist with monthly invoicing and other administrative tasks.

Skills

Technical contact

Project management

Customer advocacy

Power BI

SQL Server

APIs

Tools

JSON configurations

Job description

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 a SaaS Implementation Manager at Axon, you will be the primary point of contact for key customers, fostering long-term strategic partnerships. You will provide technical expertise, project management, and customer advocacy to ensure stakeholders achieve operational goals using Axon’s products. Collaborating with cross-functional teams, you will offer valuable insights into customer needs and challenges, influencing internal product roadmaps and projects. Wearing multiple hats—from consultant to product expert to project manager—you will help customers optimize their daily workflows.
You will play a crucial role in ensuring Axon’s solutions align with key customer requirements while providing exemplary technical support and customer service. Your expertise and commitment will directly contribute to Axon’s mission of protecting life and enabling transparency through innovative technology.

What You’ll Do
Location: Brandon, Manitoba
(hybrid - onsite 3-4 days per week)
Travel Expectations: approx. 30% domestic Canada
Reports to: Director, Commonwealth Professional Services

• Serve as the primary day-to-day technical contact for assigned customer agencies.

Develop deep expertise across Axon technologies, with primary focus on Axon Records and the Productivity Suite, including Standards, Notes, and Axon AI.

• Maintain broad awareness across the Axon ecosystem to support customer needs while prioritizing Records and Productivity Suite initiatives.
• Collaborate with customer stakeholders to configure Axon solutions and align workflows to operational and business objectives.
• Act as a subject matter expert on agency workflows related to Records and Productivity Suite adoption.
• Administer, document, and support functional acceptance testing activities for Axon solutions.
• Deliver customer training sessions and facilitate knowledge transfer related to Axon Records and associated workflows.
• Monitor support tickets, provide Tier 2 technical troubleshooting, and coordinate escalation paths when necessary.
• Interpret and communicate Axon release notes, tailoring information to customer environments and operational impacts.
• Represent customer feedback internally through Voice of Customer initiatives, enhancement requests, and ongoing collaboration with Product teams.
• Partner closely with Customer Success Managers (CSMs), Professional Services, Support, Product Management, and Engineering teams to support successful customer outcomes.
• Support Quarterly Business Reviews (QBRs), operational reviews, and customer engagement activities.
• Ensure service level expectations and contractual obligations are met.
• Support reporting, integrations, and operational data workflows using tools such as Power BI, SQL Server, APIs, and JSON-based configurations.
• Support monthly invoicing activities and other administrative responsibilities as assigned.

Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit https://www.axon.com/careers .

Base Pay Range

$74,250 - $118,800 CAD

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 [e-mail]. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.