Senior Manager, Customer Success - Commonwealth

Axon Enterprise, Inc.

Job Overview

Location

United Kingdom

Job Type

Full-time

Full Job Description

📋 Description

• 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.
• 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 will lead and develop the team, drive strategic customer outcomes, and orchestrate across Axon.
• You will manage, mentor, and develop a team of CSMs across Commonwealth territories, set clear goals aligned to retention, adoption, NPS, and product utilisation, and run hiring, onboarding, performance management, and career development for your team.
• You will ensure the team acts as a strategic partner to customers - building value roadmaps, leading executive business reviews, and connecting product usage to agency goals, own QBR excellence at scale - standards, preparation, executive readiness, and follow-through, and support major account strategy and step in on the most complex customer escalations.
• You will partner with Sales on account transitions, renewal readiness, and expansion opportunities, partner with Professional Services on implementations, onboarding, and customer projects, partner with Support on escalations, case trends, and incident communication, partner with Product and Product Success on adoption across the Axon portfolio, and work with CS Operations to maintain Salesforce and Gainsight hygiene and customer health visibility.
• You will lead a distributed team spanning UK, Canada and Australia, travel regularly to customer sites and regional hubs (~40–50%), and adapt playbooks for public-sector customers with varied procurement, language, and operational contexts.

🎯 Requirements

• 8+ years in customer-facing roles; 3+ years managing a team in Customer Success or equivalent
• Proven success leading teams serving enterprise and public-sector customers
• Track record driving retention, adoption, and satisfaction through a team - not just as an individual contributor
• Experience with QBRs, success planning, and executive stakeholder management at scale
• Ability to coach others on the full range of CS activities: onboarding, adoption, escalation coordination, renewal readiness, and expansion signal identification
• Strong partnership skills across Sales, Professional Services, Support, and Product
• Familiarity with Salesforce, Gainsight, and customer success tooling
• Understanding of SaaS, cloud, and connected-device / hardware ecosystems
• Excellent written and verbal communication; executive presence
• Willingness to travel extensively and work across global time zones
• Degree or equivalent experience

🏖️ Benefits

• Public safety, justice, or corrections sector experience
• Experience with Axon or comparable technology

🏠 Location

• United Kingdom
• Remote - UK or Canada
• Customer Success
• Customer Support
• 0.95
• The job description clearly states that the role is a Manager, Customer Success, and the responsibilities and requirements are focused on customer success and team management.
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• GB
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Skills & Technologies

Senior

Remote

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Axon Enterprise, Inc.

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About Axon Enterprise, Inc.

Axon Enterprise, Inc. develops, manufactures and sells conducted energy weapons, body-worn cameras, digital evidence management software and related cloud services for law-enforcement, military and civilian security markets. Founded in 1993 as TASER International, the company rebranded to Axon in 2017 to emphasize its expanded portfolio beyond stun devices. Headquartered in Scottsdale, Arizona, it offers integrated hardware-software platforms such as Axon Evidence and Axon Records that streamline workflows, improve transparency and reduce paperwork for public safety agencies worldwide.

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