Senior Manager, Customer Success - Commonwealth
New
A
AxonPublic Safety SaaS
Remote - UK or Canada, Must work across global time zones.Full-TimeManager
Salary not disclosed
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Job Details
- Experience
- 8+ years in customer-facing roles; 3+ years managing a team in Customer Success or equivalent
- Required Skills
- SalesforceStakeholder managementCustomer SuccessSaaS
Requirements
- 8+ years in customer-facing roles.
- 3+ years managing a team in Customer Success or an equivalent function.
- Proven experience leading teams serving enterprise and public-sector customers.
- Demonstrated track record driving retention, adoption, and customer satisfaction.
- Expertise in QBRs, success planning, and executive stakeholder management.
- Strong ability to coach teams on onboarding, adoption, escalation coordination, and expansion.
- Familiarity with Salesforce and Gainsight.
- Understanding of SaaS, cloud, and connected-device/hardware ecosystems.
- Excellent written and verbal communication with executive presence.
- Ability to work across global time zones.
- Willingness to travel up to 40–50% of the time.
- Degree or equivalent professional experience.
Responsibilities
- Manage, mentor, and develop a team of CSMs across Commonwealth territories.
- Set clear goals aligned to retention, adoption, NPS, and product utilisation.
- Ensure the team acts as a strategic partner to customers by building value roadmaps and leading executive business reviews.
- Own QBR excellence at scale, including standards, preparation, and follow-through.
- Partner with Sales, Professional Services, Support, Product, and Marketing to deliver customer outcomes.
- Maintain Salesforce and Gainsight hygiene and monitor customer health visibility.
- Adapt CS playbooks for varied procurement and operational contexts across regions.
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