Senior Manager, Customer Success

Imigrus; United States; À distance; USD 140 000 - 190 000; Plein temps

Avantages offerts par ce poste

Competitive salary and 401k with match

Discretionary paid time off

Medical, Dental, Vision plans

Learning & Development programs

Résumé du poste

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.

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.
• 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.

Connaissances

Customer Success

Leadership

People management

Data-driven

Cross-functional leadership

Communication skills

Formation

Bachelor’s degree or equivalent practical experience

Outils

Salesforce

Gainsight

Description du poste

Join Axon and be a Force for Good.

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.

Your Impact

As Senior Manager of Customer Success for Justice & Corrections at Axon, you will lead a team of approximately 8–12 Customer Success Managers supporting two growing and strategically important markets.

You will be responsible for developing a high-performing team, driving product adoption and customer outcomes, and building the operating rhythms and processes needed to scale. This is a hands-on leadership role for someone who is equally comfortable coaching CSMs, meeting with customers, navigating escalations, using data to identify risk, and partnering across Axon to improve the customer experience.

Success in this role means creating a proactive, accountable, and customer-obsessed team that helps Justice and Corrections customers realize the full value of their partnership with Axon.

What You’ll Do

Location: Axon Hub
Travel: Approximately 25–50%
Direct Reports: Approximately 8–12 Customer Success Managers

Lead & Develop the Team

• 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
• Drive Customer Outcomes

Drive Customer Outcomes

• 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
• Build & Scale Customer Success

Partner Across Axon

• 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
• Partner Across Axon
• 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%

Benefits that Benefit You

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Medical, Dental, Vision plans
• Fitness Programs
• Emotional & Mental Wellness support
• Learning & Development programs
• And yes, we have snacks in our offices

Benefits listed herein may vary depending on the nature of your employment and the location where you work.

Important Notes

The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or 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] or via our Axon 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 and values diversity and fosters inclusion. We’re committed to hiring the best talent - regardless of race, creed, color, ancestry - 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.

Due to the nature of Axon’s products and technology, certain job-related technical data is subject to U.S. Export Administration Regulations (EAR). In order for certain Non-U.S. Persons to access this technology/data, Axon must apply for and be issued a deemed export license from the U.S. Department of Commerce. Any Non-U.S. Person is subject to deemed export regulations except a Non-U.S. Person who (1) is granted U.S. Permanent Resident status, as demonstrated by the issuance of a permanent resident visa (i.e., Green Card); or (2) is granted U.S. citizenship; or (3) is granted status as a protected person (i.e., Asylee or Refugee) under 8 U.S.C. 1324b(a)(3).

Please note prior to proceeding: Axon will determine, in its sole discretion, whether to sponsor or continue sponsorship of any employment-based visa, including an H-1B petition, transfer, or extension, or other petition. Axon cannot guarantee that work authorization will be sought and reserves the right to withdraw this offer or terminate employment in the event that Axon determines not to or is unable to proceed with visa sponsorship. Any verbal or written commitment made by Axon regarding visa sponsorship is non-binding and may be changed at any time in Axon’s sole discretion.