Senior Manager, Customer Success

The role

You will lead a team of 8–12 Customer Success Managers supporting Justice and Corrections markets. You will develop the team, drive product adoption, and build operating processes to scale customer outcomes.

What you will do

• Lead, coach, and develop a team of Customer Success Managers
• Set expectations for customer engagement, adoption, and risk management
• Establish 1:1s, account reviews, and performance management
• Hire and onboard Customer Success talent
• Build trusted relationships with key customer stakeholders
• Support complex customer situations and escalations
• Drive improvements in adoption, retention, NPS, and CSAT
• Build and improve repeatable playbooks for onboarding and account planning
• Use Salesforce and Gainsight to identify trends and prioritize action
• Partner with Sales, Product, and Support teams to solve customer challenges

Required qualifications

• 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
• Proven ability to coach and develop teams
• Experience building or scaling Customer Success programs, processes, playbooks, and operating rhythms
• Track record of partnering with Sales to drive outcomes
• Experience using data and customer signals to identify risk and prioritize accounts
• Strong cross-functional leadership skills
• Ability to lead through change and create structure in ambiguous environments
• Experience managing complex customer situations and escalations
• Strong written and verbal communication skills
• High ownership, sound judgment, curiosity, and a bias toward action
• Bachelor's degree or equivalent practical experience

Nice to have

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

Benefits

• Competitive salary
• 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
• Snacks in our offices

Before you apply

• Some roles may also require legal eligibility to work in a firearms environment

About the company

Axon is on a mission to Protect Life using an ecosystem of devices and cloud software. They pursue society's most critical safety and justice issues.