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Senior Manager, Customer Success
Axon Enterprise · Atlanta, GA · Posted 14 days ago
Lead a team of 8–12 Customer Success Managers helping Justice and Corrections agencies realize full value from Axon, with ownership of playbooks and operating rhythms for two growing markets.
Join Axon and be a Force for Good.
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.
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
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This role is one of 8 Customer Success Manager openings in Atlanta, GA and centers on Customer Success, People Management, Coaching, and Account Management. There are 504 open roles at Axon Enterprise right now.
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