Senior Manager, Customer Success – Commonwealth

Overview

As Manager, Customer Success for the Commonwealth, you lead a distributed CSM team serving UK, Canada, and Australia public-safety agencies. You drive measurable adoption, retention, and value realization across the Axon ecosystem by shaping strategic plans and executive relationships. You partner across Sales, Professional Services, Support, Product, and Marketing to deliver outcomes for customers and Axon. This role combines people leadership with cross-functional influence to scale customer success in a mission-driven company.

Responsibilities

• Lead and develop a distributed team of CSMs across Commonwealth territories
• Set goals for retention, adoption, NPS, and product utilization
• Manage hiring, onboarding, performance reviews, and career development
• Drive proactive customer engagement and cross-functional collaboration
• Ensure customers receive strategic value through business reviews and success plans
• Own QBR excellence at scale including preparation and executive readiness
• Support major accounts and complex escalations
• Collaborate with Sales, Professional Services, Support, Product, and Marketing to drive renewals and expansions
• Maintain clear success plans with goals, risks, owners, and due dates
• Coordinate with CS Operations to keep Salesforce and Gainsight health data clean and actionable

Key requirements

• 8+ years in customer-facing roles
• 3+ years of people management in CS or equivalent
• Proven track record in retention, adoption, and satisfaction at scale
• Experience with QBRs, success planning, and executive stakeholder management
• Strong partnership skills across Sales, Professional Services, Support, and Product
• Familiarity with Salesforce, Gainsight, and CS tooling
• Understanding of SaaS, cloud, and connected-device/hardware ecosystems
• Excellent written and verbal communication; executive presence
• Willingness to travel across global time zones
• Degree or equivalent experience

• leadership
• communication
• cross-functional collaboration
• Salesforce
• Gainsight
• customer success tooling

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