Senior Manager, Customer Success

Location:

Atlanta, Georgia, United States

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, 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

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

Drive improvements across adoption, customer health, retention, NPS, CSAT, and other key customer outcomes

Establish consistent operating rhythms and expectations across the team

Build and improve repeatable playbooks for onboarding, adoption, account planning, customer health, executive engagement, and escalations

Use Salesforce, Gainsight, product usage, and other customer signals to identify trends, prioritize action, and improve outcomes

Identify processes that create unnecessary complexity and partner across Axon to improve them

Bring forward customer trends, risks, and opportunities that can strengthen the broader Customer Success organization

Build strong partnerships with Sales leaders and sellers supporting Justice and Corrections

Partner with Sales on customer strategy, adoption, retention, risk, and opportunities to deepen relationships

Collaborate across Product, Professional Services, Support, Operations, and other teams to solve complex customer challenges

Represent the voice of the customer internally and translate recurring feedback into actionable insights

Clarify ownership across teams and ensure customers receive a coordinated experience

8+ years of experience in Customer Success, Customer Experience, SaaS, account management, customer-facing operations, or a related field

3+ years of direct people-management experience, ideally leading Customer Success Managers or another customer-facing team

Proven ability to coach and develop teams with varying levels of experience

Experience building or scaling Customer Success programs, processes, playbooks, and operating rhythms

Strong track record of partnering with Sales to drive customer and business outcomes

Experience using data and customer signals to identify risk, prioritize accounts, and improve customer outcomes

Strong cross-functional leadership skills across Sales, Product, Professional Services, Support, and…