Senior Manager, Customer Success - Commonwealth

Job description

Join Axon and be a Force for Good. 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. Manager, Customer Success - Commonwealth Reporting to: SVP of the Commonwealth Location: Remote - UK or Canada Travel expectations: Up to 40%; regular customer visits and team meetings across Commonwealth territories Level: L08-M Your impact Axon's Commonwealth Customer Success team serves public-safety agencies across the UK, Canada, and Australia. 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 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. What you'll do Lead and develop the team Manage, mentor, and develop a team of CSMs across Commonwealth territories Set clear goals aligned to retention, adoption, NPS, and product utilisation Run hiring, onboarding, performance management, and career development for your team Foster a culture of proactive customer engagement, disciplined execution, and cross-functional collaboration Drive strategic customer outcomes 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 Support major account strategy and step in on the most complex customer escalations Ensure every priority account has a clear success plan with goals, risks, owners, and dates Orchestrate across Axon Partner with Sales…