Senior Manager, Customer Success - Commonwealth

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.Manager, Customer Success - CommonwealthReporting to: SVP of the CommonwealthLocation: Remote - UK or CanadaTravel expectations: Up to 40%; regular customer visits and team meetings across Commonwealth territoriesLevel: L08-MYour impactAxon's Commonwealth Customer Success team serves public-safety agencies across the UK, Canada, and Australia. 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 doLead and develop the teamManage, mentor, and develop a team of CSMs across Commonwealth territoriesSet clear goals aligned to retention, adoption, NPS, and product utilisationRun hiring, onboarding, performance management, and career development for your teamFoster a culture of proactive customer engagement, disciplined execution, and cross-functional collaborationDrive strategic customer outcomesEnsure the team acts as a strategic partner to customers - building value roadmaps, leading executive business reviews, and connecting product usage to agency goalsOwn QBR excellence at scale - standards, preparation, executive readiness, and follow-throughSupport major account strategy and step in on the most complex customer escalationsEnsure every priority account has a clear success plan with goals, risks, owners, and datesOrchestrate across AxonPartner with Sales on account transitions, renewal readiness, and expansion opportunitiesPartner with Professional Services on implementations, onboarding, and customer projectsPartner with Support on escalations, case trends, and incident communicationPartner with Product and Product Success on adoption across the Axon portfolio - body cameras, Taser, Axon Evidence, Fusus, VR, AI/Draft One, Dedrone, and morePartner with Marketing on customer events, references, and regional engagementWork with CS Operations to maintain Salesforce and Gainsight hygiene and customer health visibilityOperate across regions and time zonesLead a distributed team spanning UK, Canada and AustraliaTravel regularly to customer sites and regional hubs (~40–50%)Adapt playbooks for public-sector customers with varied procurement, language, and operational contextsWhat you'll bring8+ years in customer-facing roles; 3+ years managing a team in Customer Success or equivalentProven success leading teams serving enterprise and public-sector customersTrack record driving retention, adoption, and satisfaction through a team - not just as an individual contributorExperience with QBRs, success planning, and executive stakeholder management at scaleAbility to coach others on the full range of CS activities: onboarding, adoption, escalation coordination, renewal readiness, and expansion signal identificationStrong partnership skills across Sales, Professional Services, Support, and ProductFamiliarity with Salesforce, Gainsight, and customer success toolingUnderstanding of SaaS, cloud, and connected-device / hardware ecosystemsExcellent written and verbal communication; executive presenceWillingness to travel extensively and work across global time zonesDegree or equivalent experienceBonusPublic safety, justice, or corrections sector experienceExperience with Axon or comparable technologyDon’t meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.Important NotesThe above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.Some roles may also require legal eligibility to work in a firearms environment.We collect personal information from applicants to evaluate candidates for employment. You may request access, deletion, or exercise other CCPA rights at axongreenhousesupport@axon.com or via our Axon Privacy Web Form. 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. 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