Motorola Solutions

Sr. Manager - Customer Success

Motorola Solutions$145K — $155K *
US-Anywhere
+ 2 other locationsRemote
Retail & Consumer Goods
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree with 7+ years in Customer Success, Account Management, or Management Consulting within B2B SaaS.
  • 3+ years of direct people management experience.
  • Proven success in managing a multi-million dollar portfolio with accountability for GRR and NRR.
  • Experience in the QSR, retail, or Loss Prevention industries is highly desirable.
  • Strong analytical skills to interpret complex datasets and derive actionable insights.

Responsibilities

  • Lead the development and execution of a comprehensive Customer Success strategy aligned with business goals.
  • Recruit, coach, and mentor a high-performing team of Customer Success Managers to provide proactive customer support.
  • Create and enhance scalable lifecycle playbooks to ensure consistent customer experiences across all interactions.
  • Monitor GRR and NRR metrics, implementing strategies to boost customer retention and portfolio health.
  • Establish sentiment metrics to gauge customer satisfaction and implement continuous improvement feedback loops.
  • Develop relationships with executives and key stakeholders to foster customer advocacy initiatives.
  • Act as an advocate for clients within the organization, influencing the Product and Engineering roadmaps based on customer feedback.

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
Full Job Description
Department Overview
The Envysion Customer Success Department is a leading provider of enterprise cloud-based video security and business analytics solutions tailored for the quick-service restaurant (QSR), convenience store, and retail industries. The mission of Envysion's Customer Success department is to build meaningful, long-term relationships and act as a trusted strategic partner for our customers. We empower our clients' success by helping them drive valuable, tangible outcomes through our software-ultimately protecting their people, streamlining their operations, and securing their profits.
Job Description

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:

Team Leadership & Strategy
  • 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.


Retention & Growth
  • 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.


Customer Satisfaction & Advocacy
  • 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.


Cross-Functional Collaboration
  • 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.


Experience & Qualifications
  • 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.


Leadership & Execution Skills
  • 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.


Strategic & Technical Aptitude
  • 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.


Target Base Salary Range: $145,000 - $155,000 USD

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

Accepting applications between August 2026 and October 2026.

#LI-RO1

Basic Requirements
  • Bachelor's degree with 6+ years of progressive experience in Customer Success, Account Management, or Management Consulting

Travel Requirements
Under 25%
Relocation Provided
None
Position Type
Experienced
Referral Payment Plan
Yes

Our U.S. Benefits include:
  • 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!


About Motorola Solutions

Motorola provides products, technologies, and services for mobile, wireline digital communication, information, and entertainment applications. Its product portfolio includes smartphones operating on the Android operating system, feature phones, media tablet devices, wireless accessories, and more. Its range of smartphone products includes the Moto X first generation, Moto X second generation, Moto G first generation, Moto G second generation, and more. It is also the manufacturer of Moto 360, a smartwatch that provides services such as notifications, updates, and other related features. It also provides monitors, cordless phones, applications, and accessories such as cases, wireless headsets, wireless speakers, and more. In addition, it provides multimedia content, including video, voice, messaging, and cloud-based and Internet-based applications and services to multiple screens such as mobile devices, televisions, media tablets, and personal computers. Its Medios service platform enables service providers to deliver content on devices. Motorola is based in Chicago, Illinois. It primarily sells its products in the United States, China, Brazil, and Singapore. Motorola currently operates as a subsidiary of Google Inc.

Motorola Solutions Careers

Join the dynamic team at Motorola Solutions today and be part of a company renowned for its relentless innovation, leadership in technology, and a commitment to professional excellence. As a global leader in communications and electronics, Motorola Solutions offers unparalleled job opportunities designed to empower your career growth and development. Work You’ll Do At Motorola Solutions, you will collaborate with a diverse team of experts who are at the forefront of technological innovation and public safety solutions. Our work impacts lives, ensuring safety and security for communities around the world. You will be part of a culture that values diversity, equity, and inclusion, and where every team member’s contribution is valued. Lead in Innovation and Technology Motorola Solutions is not just about radios and hardware; we are at the cutting edge of software solutions, AI, and data analytics. By joining our team, you will work on groundbreaking projects that redefine how public safety communicates in the digital age. Your work will help develop smart solutions that keep people safe and businesses thriving. Grow Your Career With Motorola Solutions, your career trajectory is boundless. We offer a variety of professional development and leadership training programs to help you hone your skills and advance within the company. From internships to full-time positions, Motorola Solutions is committed to nurturing talent and fostering an environment where innovation thrives. Benefits and Culture Our employees enjoy a competitive package of benefits that supports their life and well-being. These include health, vision, and dental insurance, employee assistance programs, and flexible working arrangements. At Motorola Solutions, we believe in maintaining a work-life balance that fosters both personal and professional growth. Join Our Team Explore the numerous employment opportunities at Motorola Solutions. Whether you are a seasoned professional or a recent graduate, we have positions ranging from engineering to marketing, sales to project management. We are hiring individuals who are passionate, curious, and ready to drive change. Networking and Professional Development Motorola Solutions values networking and connections within the industry. We encourage our employees to engage in various professional groups and forums to enhance their networking skills and industry knowledge. This engagement is pivotal in fostering a collaborative environment and sparking innovation within our teams. Internship Programs Our internship programs offer a robust introduction to the world of public safety solutions and communications technology. Interns at Motorola Solutions gain hands-on experience, working alongside seasoned professionals and participating in projects that make real-world impacts. Stay Connected Join the Motorola Solutions career community to stay updated on new job openings, company news, and industry developments. Tailor your job search with our career tools and get tips on crafting the perfect resume and acing your interview. Search Motorola Solutions Jobs Ready to start your journey with Motorola Solutions? Search open positions that match your skills and interests. We are looking for individuals who are driven, creative, and ready to make a difference. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Job Alert Emails Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await at Motorola Solutions.
Learn more about Motorola Solutions
Size
18,700 employees
Market Cap
$42.7 billion
Industry
Net Income
$949 million
Founded
1928
5 Year Trend
+6.2%
Revenue
$7.4 billion
NASDAQ

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