Senior Manager, Customer Success

Axon•Atlanta, GA

18d

About The Position

The Senior Manager of Customer Success for Justice & Corrections at Axon leads a team of approximately 8–12 Customer Success Managers supporting two growing and strategically important markets. This hands-on leadership role is responsible for developing a high-performing team, driving product adoption and customer outcomes, and building the operating rhythms and processes needed to scale. The role includes coaching CSMs, meeting with customers, navigating escalations, using data to identify risk, and partnering across Axon to improve the customer experience. Success means creating a proactive, accountable, customer-obsessed team that helps Justice and Corrections customers realize the full value of their partnership with Axon. The position is based at an Axon Hub in Boston, Scottsdale, Seattle, Atlanta, New York, or San Francisco, with approximately 25–50% travel. It partners closely with Sales, Product, Professional Services, Support, Operations, and other teams.

Requirements

At least 8 years of experience in Customer Success, Customer Experience, SaaS, account management, customer-facing operations, or a related field.
At least 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.
Bachelor's degree or equivalent practical experience.
Ability to travel approximately 25–50%.

Nice To Haves

Experience with Salesforce, Gainsight, or similar customer platforms.
Experience in public safety, Justice, Corrections, government technology, or another complex customer environment.

Responsibilities

Lead, coach, and develop a team of Customer Success Managers across Justice and Corrections.
Set clear expectations for customer engagement, adoption, account ownership, risk management, and performance.
Establish regular one-on-ones, account reviews, performance management, and development planning.
Develop high-potential talent, address performance gaps, and help hire and onboard Customer Success talent.
Build a culture of customer obsession, accountability, collaboration, and continuous improvement.
Develop a deep understanding of Justice and Corrections customers, their 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 in adoption, customer health, retention, NPS, CSAT, and other key customer outcomes.
Establish consistent team operating rhythms and expectations.
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 unnecessarily complex processes 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.