Senior Manager, Customer Success

The posting, as Axon wrote it

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 (Boston, Scottsdale, Seattle, Atlanta, New York, San Francisco)
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

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

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
[…]
m . 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, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — 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 recruitingops@axon.com. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.

Phishing alert: Axon will never ask you to pay for any part of the hiring process, including training, equipment, or background checks. We do not make job offers via text message, WhatsApp, or instant messaging platforms without a formal interview process. All legitimate job openings are listed on our official careers page at https://www.axon.com/careers . If you receive a suspicious offer or outreach from an email address that is not @axon.com , or if you are asked for sensitive personal information (bank details, Social Security Number) prematurely, please ignore the message and report it to recruitingops@axon.com .