Senior Manager, Enterprise Customer Success — Commonwealth (Remote)

SHPE Houston; Greater London; Hybrid; GBP 90,000 - 121,000; Full time

Job summary

Axon in the Commonwealth region seeks a Manager, Customer Success to lead a team of CSMs across UK, Canada and beyond. You will drive retention, adoption and executive engagement while partnering with Sales, Professional Services, Support, Product and Marketing.

This remote role requires 8+ years in customer-facing roles, 3+ years leadership, and willingness to travel 40–50%. You’ll shape value roadmaps, run QBRs, and build scalable success plans.

Qualifications

• 8+ years in customer-facing roles; 3+ years managing a CS team.
• Experience serving enterprise and public-sector customers.
• Proven track record driving retention, adoption, and satisfaction via a team.
• 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 CS tooling.
• Understanding of SaaS, cloud, and connected-device ecosystems.
• Excellent written and verbal communication; executive presence.
• Willingness to travel extensively and work across global time zones.
• Degree or equivalent experience.

Responsibilities

• Lead and develop a distributed team of CSMs across Commonwealth.
• Set goals tied to retention, adoption, NPS, and product usage.
• Oversee hiring, onboarding, performance, and career development.
• Ensure proactive customer engagement and cross-functional collaboration.
• Act as strategic partner to customers with value roadmaps.
• Own QBR excellence at scale, including exec readiness.
• Support major account strategy and complex escalations.
• Ensure each priority account has a clear success plan.
• Collaborate with Sales, Professional Services, Support, Product, and Marketing.
• Maintain Salesforce and Gainsight hygiene and health visibility.
• Lead across UK, Canada, Australia; travel 40-50%.

Skills

Customer facing

Team management

Enterprise & public-sector

QBRs & exec mgmt

Partnership skills

Sales alignment

Salesforce & Gainsight

Education

Degree or equivalent experience

Tools

Salesforce

Gainsight

Job description

Axon in the Commonwealth region seeks a Manager, Customer Success to lead a team of CSMs across UK, Canada and beyond. You will drive retention, adoption and executive engagement while partnering with Sales, Professional Services, Support, Product and Marketing.

This remote role requires 8+ years in customer-facing roles, 3+ years leadership, and willingness to travel 40–50%. You’ll shape value roadmaps, run QBRs, and build scalable success plans.