Senior Manager, Customer Success - Commonwealth

About this role

<div class="content-intro"><h4><strong>Join Axon and be a Force for Good.</strong></h4> <p>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.<br><br>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.</p></div><h3>Manager, Customer Success - Commonwealth</h3> <p><strong>Reporting to:</strong> SVP of the Commonwealth<br><strong>Location:</strong> Remote - UK or Canada<br><strong>Travel expectations:</strong> Up to 40%; regular customer visits and team meetings across Commonwealth territories<br><strong>Level:</strong> L08-M</p> <h4>Your impact</h4> <p>Axon's Commonwealth Customer Success team serves public-safety agencies across the UK, Canada, and Australia. As <strong>Manager, Customer Success</strong>, you will lead a team of Customer Success Managers and Executives who help our largest customers maximise value from the full Axon ecosystem.</p> <p>You are a <strong>people leader and strategic operator</strong>. 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.</p> <h4>What you'll do</h4> <p><strong>Lead and develop the team</strong></p> <ul> <li>Manage, mentor, and develop a team of CSMs across Commonwealth territories</li> <li>Set clear goals aligned to retention, adoption, NPS, and product utilisation</li> <li>Run hiring, onboarding, performance management, and career development for your team</li> <li>Foster a culture of proactive customer engagement, disciplined execution, and cross-functional collaboration</li> </ul> <p><strong>Drive strategic customer outcomes</strong></p> <ul> <li>Ensure the team acts as a <strong>strategic partner</strong> to customers - building value roadmaps, leading executive business reviews, and connecting product usage to agency goals</li> <li>Own <strong>QBR excellence at scale</strong> - standards, preparation, executive readiness, and follow-through</li> <li>Support major account strategy and step in on the most complex customer escalations</li> <li>Ensure every priority account has a clear success plan with goals, risks, owners, and dates</li> </ul> <p><strong>Orchestrate across Axon</strong></p> <ul> <li>Partner with <strong>Sales</strong> on account transitions, renewal readiness, and expansion opportunities</li> <li>Partner with <strong>Professional Services</strong> on implementations, onboarding, and customer projects</li> <li>Partner with <strong>Support</strong> on escalations, case trends, and incident communication</li> <li>Partner with <strong>Product</strong> and Product Success on adoption across the Axon portfolio - body cameras, Taser, Axon Evidence, Fusus, VR, AI/Draft One, Dedrone, and more</li> <li>Partner with <strong>Marketing</strong> on customer events, references, and regional engagement</li> <li>Work with CS Operations to maintain Salesforce and Gainsight hygiene and customer health visibility</li> </ul> <p><strong>Operate across regions and time zones</strong></p> <ul> <li>Lead a distributed team spanning UK, Canada and Australia</li> <li>Travel regularly to customer sites and regional hubs (~40–50%)</li> <li>Adapt playbooks for public-sector customers with varied procurement, language, and operational contexts</li> </ul> <h4>What you'll bring</h4> <ul> <li>8+ years in customer-facing roles; 3+ years managing a team in Customer Success or equivalent</li> <li>Proven success leading teams serving <strong>enterprise and public-sector</strong> customers</li> <li>Track record driving retention, adoption, and satisfaction through a team - not just as an individual contributor</li> <li>Experience with <strong>QBRs, success planning, and executive stakeholder management</strong> at scale</li> <li>Ability to coach others on the full range of CS activities: onboarding, adoption, escalation coordination, renewal readiness, and expansion signal identification</li> <li>Strong partnership skills across Sales, Professional Services, Support, and Product</li> <li>Familiarity with Salesforce, Gainsight, and customer success tooling</li> <li>Understanding of SaaS, cloud, and connected-device / hardware ecosystems</li> <li>Excellent written and verbal communication; executive presence</li> <li>Willingness to travel extensively and work across global time zones</li> <li>Degree or equivalent experience</li> </ul> <h4>Bonus</h4> <ul> <li>Public safety, justice, or corrections sector experience</li> <li>Experience with Axon or comparable…