At a Glance
- Tasks: Lead a dynamic team to drive customer success and strategic outcomes.
- Company: Join Axon, a mission-driven tech company focused on safety and justice.
- Benefits: Remote work, competitive salary, and opportunities for professional growth.
- Other info: Embrace a diverse and inclusive culture while working across global teams.
- Why this job: Make a real impact in public safety while developing your leadership skills.
- Qualifications: 8+ years in customer-facing roles with proven leadership experience.
The predicted salary is between 60000 - 75000 £ per year.
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.
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 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
- Partner with Marketing on customer events, references, and regional engagement
- Work with CS Operations to maintain Salesforce and Gainsight hygiene and customer health visibility
- Operate across regions and time zones
- 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 - 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
Bonus:
- Public safety, justice, or corrections sector experience
- Experience with Axon or comparable technology
Don’t meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.
Important Notes:
The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.
Manager, Customer Success - Commonwealth employer: Axon
At Axon, we are dedicated to creating a collaborative and innovative work environment where every employee can thrive. Our London office fosters a culture of teamwork and mentorship, offering flexible hybrid working arrangements that enhance work-life balance. With competitive benefits, a commitment to diversity, and ample opportunities for career growth, Axon is an exceptional employer for those looking to make a meaningful impact in the field of safety and justice.
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Customer Success - Commonwealth
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Axon. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Axon before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Manager, Customer Success - Commonwealth
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Axon:Your cover letter is your chance to shine! Tell us why you want to work at Axon specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Axon!
How to prepare for a job interview at Axon
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
