Manager, Customer Success - Commonwealth (Remote)

Axon; Greater London; Remote; 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

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