Customer Success Leader, Justice & Corrections

Axon Enterprise; Scottsdale (AZ); Sur place; USD 140 000 - 190 000; Plein temps

Avantages offerts par ce poste

Competitive salary

401k with employer match

Discretionary PTO

Paid parental leave

Fitness programs

Mental wellness support

Snacks in offices

Résumé du poste

Axon Enterprise in Scottsdale, AZ is seeking an experienced Senior Customer Success Leader to build and scale a high-performing team focused on Justice and Corrections outcomes. You will coach CS Managers, define engagement, adoption, risk, and ownership expectations, and drive customer value across complex accounts.

You will spend substantial time with field teams and customers, shaping processes, playbooks, and cross-functional partnerships to ensure proactive, accountable customer outcomes

Qualifications

• 8+ years of experience in Customer Success, Customer Experience, SaaS, account management, customer-facing operations, or a related field
• 3+ years of direct people-management experience, ideally leading Customer Success Managers or another customer-facing team
• Proven ability to coach and develop teams with varying levels of experience
• Experience building or scaling Customer Success programs, processes, playbooks, and operating rhythms
• Strong track record of partnering with Sales to drive customer and business outcomes
• Experience using data and customer signals to identify risk, prioritize accounts, and improve customer outcomes
• Strong cross-functional leadership skills across Sales, Product, Professional Services, Support, and Operations
• Ability to lead through change, challenge existing ways of working, and create structure in ambiguous environments
• Experience managing complex customer situations and escalations
• Strong written and verbal communication skills with customers, frontline teams, and senior leaders
• High ownership, sound judgment, curiosity, and a bias toward action
• Experience with Salesforce, Gainsight, or similar customer platforms is a plus
• Experience in public safety, Justice, Corrections, government technology, or another complex customer environment is a plus, but not required
• Bachelor's degree or equivalent practical experience
• Ability to travel approximately 25–50%

Responsabilités

• Lead, coach, and develop a team of Customer Success Managers across Justice and Corrections
• Set clear expectations around customer engagement, adoption, account ownership, risk management, and performance
• Establish consistent 1:1s, account reviews, performance management, and development planning
• Develop high-potential talent, address performance gaps, and help hire and onboard strong CS talent
• Build a culture of customer obsession, accountability, collaboration, and continuous improvement
• Develop a deep understanding of Justice and Corrections customers, workflows, stakeholders, and desired outcomes
• Spend meaningful time with CSMs and customers in the field
• Build trusted relationships with key customer stakeholders and support complex customer situations and escalations
• Coach CSMs to proactively identify adoption gaps, customer risk, and opportunities to improve customer value
• Drive improvements across adoption, customer health, retention, NPS, CSAT, and other key customer outcomes
• Establish consistent operating rhythms and expectations across the team
• Build and improve repeatable playbooks for onboarding, adoption, account planning, customer health, executive engagement, and escalations
• Use Salesforce, Gainsight, product usage, and other customer signals to identify trends, prioritize action, and improve outcomes
• Identify processes that create unnecessary complexity and partner across Axon to improve them
• Bring forward customer trends, risks, and opportunities that can strengthen the broader Customer Success organization
• Build strong partnerships with Sales leaders and sellers supporting Justice and Corrections
• Partner with Sales on customer strategy, adoption, retention, risk, and opportunities to deepen relationships
• Collaborate across Product, Professional Services, Support, Operations, and other teams to solve complex customer challenges
• Represent the voice of the customer internally and translate recurring feedback into actionable insights
• Clarify ownership across teams and ensure customers receive a coordinated experience
• What You Bring: 8+ years of experience in Customer Success, Customer Experience, SaaS, account management, customer-facing operations, or a related field
• 3+ years of direct people-management experience, ideally leading Customer Success Managers or another customer-facing team
• Proven ability to coach and develop teams with varying levels of experience
• Experience building or scaling Customer Success programs, processes, playbooks, and operating rhythms
• Strong track record of partnering with Sales to drive customer and business outcomes
• Experience using data and customer signals to identify risk, prioritize accounts, and improve customer outcomes
• Strong cross-functional leadership skills across Sales, Product, Professional Services, Support, and Operations
• Ability to lead through change, challenge existing ways of working, and create structure in ambiguous environments
• Experience managing complex customer situations and escalations
• Strong written and verbal communication skills with customers, frontline teams, and senior leaders
• High ownership, sound judgment, curiosity, and a bias toward action
• Experience with Salesforce, Gainsight, or similar customer platforms is a plus
• Experience in public safety, Justice, Corrections, government technology, or another complex customer environment is a plus, but not required
• Bachelor's degree or equivalent practical experience
• Ability to travel approximately 25–50%

Connaissances

Customer Success leadership

People management

Data-driven decision making

Cross-functional collaboration

Sales partnership

Public safety knowledge

Formation

Bachelor's degree or equivalent practical experience

Outils

Salesforce

Gainsight

Description du poste

Axon Enterprise in Scottsdale, AZ is seeking an experienced Senior Customer Success Leader to build and scale a high-performing team focused on Justice and Corrections outcomes. You will coach CS Managers, define engagement, adoption, risk, and ownership expectations, and drive customer value across complex accounts.

You will spend substantial time with field teams and customers, shaping processes, playbooks, and cross-functional partnerships to ensure proactive, accountable customer outcomes