Senior Manager of Customer Success

Job Description

Sr. Manager – Customer Success | Motorola Solutions

The Tone:
This is a full-time role at Motorola Solutions. The company builds and connects technologies to help keep people safer everywhere, creating solutions that foster collaboration for safer communities, schools, hospitals, businesses, and nations. This role is crucial because it ensures clients maximize the value of their cloud-based video and analytics platforms, directly contributing to their safety, operational efficiency, and profit protection.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Remote
• Pay: $145000–$155000 yearly
• Team: Envysion Customer Success Department, leading a team of Customer Success Managers
• Mission: Own the overall customer relationship lifecycle, transforming everyday users into lifelong advocates while driving measurable business outcomes.
• Tech Stack: Salesforce, Gainsight, Outreach, ChurnZero

What You’ll Actually Do
• Team Leadership & Strategy: Design, implement, and iterate on a comprehensive Customer Success strategy, hiring, coaching, and mentoring a high-performing team of CSMs to be proactive, trusted advisors.
• Retention & Growth: Take direct accountability for portfolio health and key financial metrics, specifically Gross Retention Rate (GRR) and Net Retention Rate (NRR), by developing early-warning systems and leading intervention strategies while partnering with Sales for growth opportunities.
• Customer Satisfaction & Advocacy: Establish and track core sentiment metrics like Net Promoter Score (NPS) and Customer Satisfaction (CSAT), building C-level relationships to foster advocacy and serving as an executive sponsor for high-value strategic accounts.
• Cross-Functional Collaboration: Act as the internal champion for clients, synthesizing user data and feedback to influence Product and Engineering roadmaps, and fostering strong alignment across Sales, Marketing, Implementation, and Technical Support.

The Must-Haves
• Background: Bachelor’s degree with 7+ years of progressive experience in Customer Success, Account Management, or Management Consulting within a B2B SaaS environment.
• Experience: 3+ years of direct people management experience, with a proven track record of owning and expanding a multi-million dollar book of business and direct accountability for GRR, NRR, and adoption targets.
• Skills: Exceptional communication and presentation skills with the ability to build trust and negotiate confidently with C-level executives; strong analytical skills to interpret complex data and prove tangible ROI; advanced proficiency in CRM and Customer Success platforms (e.g., Salesforce, Gainsight, ChurnZero); ability to quickly understand and speak intelligently about cloud-based video security hardware, software, and POS integration capabilities.
• Bonus: Prior experience working with or within the Quick-Service Restaurant (QSR), retail, convenience store, or Loss Prevention/Asset Protection industries.