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Manager, Customer Success - Commonwealth

Axon
Toronto, CAN
Full Time
Manager
3 days ago
Customer Success ManagementSalesforceGainsightQBRExecutive Stakeholder ManagementSaaS
Free

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Customer Success ManagementSalesforceGainsight
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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, coaching your team to be trusted advisors and ensuring QBRs, success plans, and executive relationships drive measurable adoption, retention, and growth.

What you'll do

  • 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.
  • 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.
  • Partner with Sales, Professional Services, Support, Product, Product Success, Marketing, and CS Operations.
  • Lead a distributed team spanning UK, Canada and Australia.
  • Travel regularly to customer sites and regional hubs (~40–50%).
  • Adapt playbooks for public sector customers with varied procurement, language, and operational contexts.

What you'll bring

  • 8+ years in customer facing roles; 3+ years managing people 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.
  • 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.

Bonus

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

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