Senior Manager of Customer Success, Motorola Solutions
$145-155k
Communication software for public safety & enterprise
Posted today
Communication software for public safety & enterprise
1001+ employees
Posted today
$145-155k
1001+ employees
Company mission
To build and connect safety and security technologies in our never-ending pursuit to keep people safer everywhere.
Role
Who you are
- Bachelor’s degree with 7+ years of progressive experience in Customer Success, Account Management, or Management Consulting within a B2B SaaS environment
- 3+ years of direct people management experience
- Proven track record of owning and expanding a multi-million dollar book of business, with direct accountability for metrics like Gross Retention Rate (GRR), Net Retention Rate (NRR), and adoption targets
- Prior experience working with or within the Quick-Service Restaurant (QSR), retail, convenience store, or Loss Prevention/Asset Protection industries is highly desirable
- Demonstrated ability to recruit, coach, and scale a high-performing team of Customer Success Managers. You know how to elevate a team from reactive support to proactive, strategic advisors
- Exceptional communication and presentation skills with the ability to build trust and negotiate confidently with C-level executives, franchisees, and business owners
- Strong ability to collaborate seamlessly with Sales, Product, and Technical Support teams to act as the "Voice of the Customer," ensuring client feedback actively shapes product roadmaps and company strategy
- Strong analytical skills with the ability to interpret complex data (such as point-of-sale data, audit metrics, and platform usage) to prove tangible ROI and drive actionable business outcomes for clients
- Advanced proficiency in CRM and Customer Success platforms (e.g., Salesforce, Gainsight, ChurnZero) to track team performance, forecast churn, and build scalable playbooks
- Ability to quickly understand and speak intelligently about Envysion's cloud-based video security hardware, software, and POS integration capabilities
- Bachelor’s degree with 6+ years of progressive experience in Customer Success, Account Management, or Management Consulting
What the job involves
- As the Senior Manager of Customer Success, you will be the driving force behind Envysion’s post-sale customer journey.
- You will lead a high-performing team of Customer Success Managers (CSMs), designing and executing strategies that ensure our QSR, retail, and convenience store clients maximize the value of their cloud-based video and analytics platforms
- You will own the overall customer relationship lifecycle, transforming everyday users into lifelong advocates while driving measurable business outcomes across four key pillars:
- Design, implement, and iterate on a comprehensive Customer Success strategy that aligns with Envysion’s broader business goals and customer health initiatives
- Hire, coach, and mentor a team of CSMs. Transform the team from reactive problem-solvers into proactive, trusted advisors who deeply understand loss prevention, store operations, and product ROI
- Build and refine scalable, data-led lifecycle playbooks (onboarding, adoption, QBRs, renewals) using tools like Salesforce, Gainsight, or Outreach to ensure consistent, white-glove service across the entire customer base
- Take direct accountability for portfolio health and key financial metrics, specifically targeting Gross Retention Rate (GRR) and Net Retention Rate (NRR)
- Develop early-warning systems and health scores to identify at-risk accounts. Lead the team in designing targeted intervention strategies and executive-level rescue plans to secure renewals
- Partner closely with Sales and Account Management to identify and execute on upsell and cross-sell opportunities, seamlessly integrating growth motions into the everyday customer journey
- Establish and track core sentiment metrics, including Net Promoter Score (NPS) and Customer Satisfaction (CSAT). Create feedback loops to continuously improve the customer experience
- Build a robust customer advocacy engine. Nurture relationships with C-level executives and key stakeholders to develop strong brand ambassadors, generating case studies, testimonials, and industry references
- Serve as the executive sponsor for high-value strategic accounts, participating in critical Executive Business Reviews (EBRs) and acting as the final point of escalation for complex customer challenges
- Act as the internal champion for our clients. Synthesize user data, feedback, and feature requests to directly influence the Product and Engineering roadmaps
- Foster strong alignment between Sales, Marketing, Implementation, and Technical Support to ensure a frictionless customer experience from the moment a deal is closed through deployment and long-term adoption
Application process
- Accepting applications between August 2026 and October 2026
Our take
Motorola Solutions is a leading provider of communication and software solutions tailored for public safety and enterprise sectors. Its extensive portfolio includes mission-critical radios, command center software and video security systems designed to enhance operational efficiency and safety.
The company's focus extends beyond mere hardware, as it emphasises integrated software solutions that facilitate communication and data management. This integration of hardware and software ensures clients can respond promptly and effectively to challenges.
Looking ahead, the company is focusing on integrating AI into its platforms, as well as developing its partnership with FIFA for the 2026 World Cup.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Flexible work models
- Paid time off
- Paid parental and family leave
- Health care benefits
- Global wellness resources
- Employee assistance programs
- Rotation programs
- Mentor relationships
- Learning and development opportunities
- Retirement benefits
- Employee bonuses
- Stock grants & employee stock purchase plans
Company HQ
West Loop Gate, Chicago, IL
Leadership
James J. O'Connor
(Co-Founder)Co-founded Motorola Solutions in 1999. Founder and Chairman of Chicagoland Entrepreneurial Center and 1871. They are also the Global Head of Venture Capital and Managing Director at William Blair.
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