Customer Success Manager Jobs

About The Position

Requirements

• 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.
• 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 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 understanding of Justice and Corrections customers, their workflows, stakeholders, and desired outcomes.
• Spend meaningful time with CSMs and customers in the field, build trusted stakeholder relationships, and support complex situations and escalations.
• Coach CSMs to identify adoption gaps, customer risk, and opportunities to improve customer value.
• Improve adoption, customer health, retention, NPS, CSAT, and other customer outcomes.
• Establish consistent operating rhythms and expectations across the team.
• Build and improve 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.
• Surface customer trends, risks, and opportunities that can strengthen the broader Customer Success organization.
• Build partnerships with Sales leaders and sellers supporting Justice and Corrections; partner with Sales on customer strategy, adoption, retention, risk, and relationship growth.
• Collaborate with Product, Professional Services, Support, Operations, and other teams to solve complex customer challenges.
• Represent the voice of the customer internally and turn recurring feedback into actionable insights.
• Clarify ownership across teams and ensure customers receive a coordinated experience.

Benefits

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