Senior Manager, Customer Success - Commonwealth

Axon; Greater London; On-site; GBP 90,000 - 120,000; Full time

Job summary

Axon’s Commonwealth Customer Success team serves public-sector agencies across the UK, Canada, and Australia. As Manager, Customer Success, you will lead a team of Customer Success Managers and Executives who help our largest customers maximise value from the full Axon ecosystem.

You are a people leader and strategic operator. You coach your team to be trusted advisors – not ticket‑takers – and you ensure QBRs, success plans, and executive relationships drive measurable adoption, retention, and

Qualifications

• 8+ years in customer-facing roles; 3+ years managing people in CS 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 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
• Excellent written and verbal communication; executive presence
• Willingness to travel extensively and work across global time zones
• Degree or equivalent experience

Responsibilities

• Lead a distributed team of CSMs across Commonwealth territories
• Set clear goals aligned to retention, adoption, NPS, and product utilisation
• Oversee hiring, onboarding, performance management, and career development for your team
• Foster a culture of proactive customer engagement, disciplined execution, and cross-functional collaboration
• Act as strategic partner to customers – building value roadmaps, leading executive reviews, and linking product usage to agency goals
• Own QBR excellence at scale – standards, preparation, executive readiness, and follow-through
• Support major account strategy and escalate complex issues when needed
• Ensure each priority account has a clear success plan with goals, risks, owners, and dates
• Partner with Sales on renewals and expansion opportunities
• Collaborate with Professional Services on implementations and onboarding
• Coordinate with Support on escalations and case trends
• Work with Product and Product Success on adoption across Axon portfolio
• Coordinate with Marketing on customer events and references
• Maintain Salesforce and Gainsight hygiene and customer health visibility
• Lead a distributed team across UK, Canada, and Australia
• Travel regularly to customer sites and regional hubs (~40–50%)
• Adapt playbooks for public-sector customers with varied procurement contexts

Skills

People leadership

Customer success

Enterprise/public-sector experience

Executive stakeholder management

Strategic planning

Sales collaboration

Cross-functional collaboration

Travel readiness

Education

Degree or equivalent experience

Tools

Salesforce

Gainsight

CS tooling

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.

Join Axon and be a Force for Good.

Manager, Customer Success - Commonwealth

Reporting to: SVP of the Commonwealth

Location: Remote - UK or Canada

Travel expectations: Up to 40%; regular customer visits and team meetings across Commonwealth territories

Level: L08-M

Your impact

Axon’s Commonwealth Customer Success team serves public‑safety agencies across the UK, Canada, and Australia. As Manager, Customer Success, you will lead a team of Customer Success Managers and Executives who help our largest customers maximise value from the full Axon ecosystem.

You are a people leader and strategic operator. You coach your team to be trusted advisors – not ticket‑takers – and you ensure QBRs, success plans, and executive relationships drive measurable adoption, retention, and growth. You work across time zones, products, and functions, partnering closely with Sales, Professional Services, Support, Product, and Marketing to deliver outcomes for customers and for Axon.

What you’ll do

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

• Ensure the team acts as a strategic partner to customers – building value roadmaps, leading executive business reviews, and connecting product usage to agency goals
• Own QBR excellence at scale – standards, preparation, executive readiness, and follow‑through
• Support major account strategy and step in on the most complex customer escalations
• Ensure every priority account has a clear success plan with goals, risks, owners, and dates

Orchestrate across Axon

• Partner with Sales on account transitions, renewal readiness, and expansion opportunities
• Partner with Professional Services on implementations, onboarding, and customer projects
• Partner with Support on escalations, case trends, and incident communication
• Partner with Product and Product Success on adoption across the Axon portfolio – body cameras, Taser, Axon Evidence, Fusus, VR, AI/Draft One, Dedrone, and more
• Partner with Marketing on customer events, references, and regional engagement
• Work with CS Operations to maintain Salesforce and Gainsight hygiene and customer health visibility

Operate across regions and time zones

• Lead a distributed team spanning UK, Canada and Australia
• Travel regularly to customer sites and regional hubs (~40–50%)
• Adapt playbooks for public‑sector customers with varied procurement, language, and operational contexts

What you’ll bring

• 8+ years in customer‑facing roles; 3+ years managing people 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 the full range of 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
• Excellent written and verbal communication; executive presence
• Willingness to travel extensively and work across global time zones
• Degree or equivalent experience

Bonus

• Public safety, justice, or corrections sector experience
• Experience with Axon or comparable technology

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 Notes

• The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts and 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 [e-mail] via ourAxon Privacy Web Form. For more information, please see the Your California Privacy Rights section of our Applicant 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 [e-mail]. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.

Phishing alert: Axon will never ask you to pay for any part of the hiring process, including training, equipment, or background checks. We do not make job offers via text message, WhatsApp, or instant messaging platforms without a formal interview process. All legitimate job openings are listed on our official careers page at https://www.axon.com/careers. If you receive a suspicious offer or outreach from an email address that is not @axon.com, or if you are asked for sensitive personal information (bank details, Social Security Number) prematurely, please ignore the message and report it to [e-mail].