Customer Success Manager

Company Overview

At Motorola Solutions, we believe that our people are at the heart of everything we do. We are a global community dedicated to keeping people safe everywhere. Our technologies are designed to protect individuals, property, and communities. By fostering collaboration, we create safer environments, including schools, hospitals, businesses, and ultimately, safer nations. Join us and help build a future where safety is a priority.

Department Overview

The Customer Success Team at Motorola Solutions empowers our clients to fully utilize and benefit from our Public Safety Software products and services. Our goal is to build strong relationships that enhance adoption, satisfaction, and overall value realization of our offerings, ensuring that every customer experience surpasses expectations. We are committed to delivering consistent service that aids our clients in serving their communities effectively.

Job Description

We are looking for a passionate Customer Success Manager to join our team. In this full-time role, you will work with both new and established customers within a specific geographic area, maximizing the use and value of our products. Your role will involve partnering with agencies to ensure they achieve their operational goals and fully embrace Motorola Solutions' offerings.

Key Responsibilities

• Strategic Partnership: Develop trust-based relationships with agency leadership to align our software solutions with their objectives, documenting use cases and delivering innovative solutions to challenges faced by public safety.
• Adoption & Value Realization: Promote full product adoption and generate value across user groups, translating best practices into actionable recommendations that drive agency decision-making.
• Portfolio Management: Oversee a regional portfolio, utilizing data analysis tools to track engagement, identify opportunities for renewal, and devise strategies to eliminate obstacles to customer success.
• Cross-Functional Advocacy: Serve as a central liaison between clients and internal teams—including Support, Onboarding, and Sales—to resolve issues efficiently and influence product development.
• Retention & Growth: Create and implement strategies to reduce churn and enhance annual revenues by ensuring a consistent and positive customer experience.
• Leadership & Mentorship: Lead by example, adhering to processes and guidelines, while mentoring peers and spearheading initiatives to improve efficiency and service delivery.
• Technical Stewardship: Maintain expertise in the Motorola ecosystem, particularly SVX, AI Assist, Mobile Video, DEMS, and Vehicle Intelligence, to conduct assessments and provide expert guidance.

Ideal Qualifications

• 5+ years of experience in customer advocacy, sales, engineering, public safety, or project management, with 2+ years managing enterprise-level accounts.
• Excellent communication skills with the ability to convey complex technical concepts clearly to diverse audiences.
• Demonstrated ability to manage multiple strategic initiatives simultaneously, driving process improvements in large organizations.
• Proficiency with Google Suite; experience with Gainsight and Salesforce is highly desirable.
• Willingness to travel 25%+ to engage with clients onsite.

This position involves working in high-security environments governed by the US Department of Justice's Criminal Justice Information Services (CJIS) Security Policy, requiring successful completion of a stringent fingerprint background check. The expected salary range for this role is $75,000 - $120,000, depending on experience and qualifications.

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, and Vision Benefits
• 401K with Company Match
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• And more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. We take pride in our people-first culture, empowering every employee to bring their true selves and deliver their best work. If you're interested in joining our team but feel you may not meet every preferred qualification, we encourage you to apply and share your unique strengths. We also commit to providing an inclusive and accessible recruiting experience for candidates with disabilities. To request accommodations, please complete our Reasonable Accommodations Form to assist you.