Description:
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 growth. You work across time zones, products, and functions, partnering closely with Sales, Professional Services, Support, Product, and Marketing to deliver outcomes for customers and for Axon.
What you'll do
Lead and develop the team
- Manage, mentor, and develop a team of CSMs across Commonwealth territories
- Set clear goals aligned to retention, adoption, NPS, and product utilisation
- Run hiring, onboarding, performance management, and career development for your team
- Foster a culture of proactive customer engagement, disciplined execution, and cross-functional collaboration
Drive strategic customer outcomes
- Ensure the team acts as a strategic partner to customers - building value roadmaps, leading executive business reviews, and connecting product usage to agency goals
- Own QBR excellence at scale - standards, preparation, executive readiness, and follow-through
- Support major account strategy and step in on the most complex customer escalations
- Ensure every priority account has a clear success plan with goals, risks, owners, and dates
Orchestrate across Axon
- Partner with Sales on account transitions, renewal readiness, and expansion opportunities
- Partner with Professional Services on implementations, onboarding, and customer projects
- Partner with Support on escalations, case trends, and incident communication
- Partner with Product and Product Success on adoption across the Axon portfolio - body cameras, Taser, Axon Evidence, Fusus, VR, AI/Draft One, Dedrone, and more
- Partner with Marketing on customer events, references, and regional engagement
- Work with CS Operations to maintain Salesforce and Gainsight hygiene and customer health visibility
Operate across regions and time zones
- Lead a distributed team spanning UK, Canada and Australia
- Travel regularly to customer sites and regional hubs (~40–50%)
- Adapt playbooks for public-sector customers with varied procurement, language, and operational contexts
What you'll bring
- 8+ years in customer-facing roles; 3+ years managing a team in Customer Success 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 the full range of 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 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
Bonus
- Public safety, justice, or corrections sector experience
- Experience with Axon or comparable technology