Senior Customer Success Leader — Justice & Corrections

Imigrus; United States; Remote; USD 140,000 - 190,000; Full time

Benefits offered by this job

Competitive salary and 401k with match

Discretionary paid time off

Medical, Dental, Vision plans

Learning & Development programs

Job summary

Axon is seeking a Senior Manager of Customer Success for Justice & Corrections to lead a team of 8–12 CSMs, driving product adoption and customer outcomes across two key markets. You will coach, mentor, and scale the CS function, partnering with Sales, Product, Support, and Ops to deliver proactive, customer-obsessed service.

You will implement operating rhythms, playbooks, and escalations processes, while building trusted relationships with stakeholders and navigating complex customer

Qualifications

• 8+ years in Customer Success, Customer Experience, SaaS, or related field.
• 3+ years of direct people-management experience leading CS managers or similar teams.
• Proven ability to coach and develop teams with varying levels of experience.
• Experience building or scaling CS programs, processes, playbooks, and operating rhythms.
• Strong track record partnering with Sales to drive customer and business outcomes.
• Experience using data to identify risk, prioritize accounts, and improve outcomes.

Responsibilities

• 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.
• Build high-potential talent, address performance gaps, and onboard strong CS talent.
• Build a culture of customer obsession, accountability, collaboration, and continuous improvement.
• Develop deep understanding of Justice and Corrections customers, workflows, stakeholders, and outcomes.
• Spend meaningful time with CSMs and customers in the field.
• Build trusted relationships with key stakeholders and manage escalations.

Skills

Customer Success

Leadership

People management

Data-driven

Cross-functional leadership

Communication skills

Education

Bachelor’s degree or equivalent practical experience

Tools

Salesforce

Gainsight

Job description

Axon is seeking a Senior Manager of Customer Success for Justice & Corrections to lead a team of 8–12 CSMs, driving product adoption and customer outcomes across two key markets. You will coach, mentor, and scale the CS function, partnering with Sales, Product, Support, and Ops to deliver proactive, customer-obsessed service.

You will implement operating rhythms, playbooks, and escalations processes, while building trusted relationships with stakeholders and navigating complex customer