Senior Customer Success Manager

Company Overview

At Motorola Solutions, we genuinely believe that our people are our greatest asset. We are a tight-knit global community committed to enhancing safety and security for everyone, everywhere. We develop and integrate cutting-edge technologies that protect people, assets, and environments. Our solutions foster essential collaboration, contributing to safer communities, educational institutions, healthcare facilities, businesses, and nations. Join us in shaping a meaningful career and help us create a safer future for all.

Department Overview

We focus on the RapidDeploy product line—an advanced cloud-native platform for public safety. We provide Next Generation 911 solutions that deliver intelligent information throughout the emergency response process, empowering agencies and first responders to significantly improve mission-critical outcomes. Our curated partner network combines mobile signals, critical datasets, and call information into a seamless operating system that enhances emergency response through location accuracy, situational awareness, modern communication, and actionable insights. Our products are designed to save lives and improve overall outcomes.

Job Description

The Senior Customer Success Manager (CSM) plays a crucial role in driving product adoption, utilization, customer retention, and satisfaction while transforming customers into advocates across all accounts. The success of this position hinges on ensuring that customers derive continuous value from RapidDeploy products and collaborating with key executives to cultivate successful long-term relationships. CSMs will also oversee tracking and securing customer renewals as part of comprehensive relationship management activities. In this role, you will work closely with cross-functional teams including Project Management, Implementation, Support, and Account Management to identify and pursue expansion opportunities.

Location: Remote

Travel: Up to 60%

Qualifications/Experience

• 5+ years of experience in Customer Success, Account Management, or a customer-facing role, preferably with leadership experience in public safety environments.
• A proven track record of managing complex customer relationships in a SaaS setting.
• Experience collaborating across functions and managing change, training, projects, and process improvements.
• Strong understanding of cloud computing, SaaS software, data analytics, and technology.
• A passion for leveraging technology to enhance lives, with a personal interest in emergency services and public safety being a plus.
• Familiarity with Customer Success KPIs and metrics.
• Experience with Salesforce.com, HubSpot, and/or Gainsight.
• A background in a fast-growing tech company or public safety agency utilizing modern technology for operations is ideal.
• Creative problem-solving and engaging customer interactions.
• Ability to communicate effectively with various stakeholders and translate between technical and non-technical teams, advocating for customers' needs internally.
• Comfortable interacting with senior management to shape and execute customer engagement strategies, driving ROI in terms of retention and utilization.
• Self-motivated and proactive team player with innovative ideas and the ability to maintain poise under pressure.
• Ability to thrive in a fast-paced, multi-tasking environment and adapt priorities swiftly.

Target Base Salary Range: $80,000 - $120,000 USD

This salary range reflects our commitment to pay transparency and equity, depending on job-related skills and experience. Final offers will be tailored to individual candidates.

Basic Requirements

• High school diploma or equivalent.
• 5+ years of experience in customer success, account management, or related field within public safety.

Travel Requirements: 25-50%

Relocation Provided: None

Position Type: Experienced

Referral Payment Plan: Yes

U.S. Benefits

• Incentive Bonus Plans
• Medical, Dental, 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. We ensure all qualified applicants receive fair consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally-protected characteristic.

We pride ourselves on a culture that prioritizes people and community, empowering every Motorolan to be their authentic selves and excel in their roles to help deliver on our commitment to a safer world. If you are interested in joining our team but feel you don't meet all the preferred qualifications, we still encourage you to apply and share how you could be a valuable addition.

We are also dedicated to providing an inclusive and accessible recruitment experience. Candidates with disabilities or health conditions are encouraged to request accommodations as needed.