Sr. Manager, Customer Success (US - Remote)

Company Overview

​At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Department OverviewFocusing on the RapidDeploy product line leading cloud-native platform for public safety. We provide Next Generation 911 solutions that deliver intelligent information throughout the emergency response journey, empowering agencies and first responders to drive better outcomes in mission-critical situations. With a curated partner network, our platform combines mobile signals, critical datasets, and call information into a single operating system, improving emergency response with location accuracy, situational awareness, modern communications, and actionable insights. Our products improve outcomes and ultimately save lives.
Job Description

The Sr. Manager, Customer Success will be responsible for driving excellence across the Customer Success (CS) functions of RapidDeploy. You will manage the team of Customer Success Managers (CSM) to promote the execution of CS activities across the RapidDeploy customer base in a consistent and high-quality manner. This includes providing oversight across CS activities and serving as an escalation point for customer-related risks and issues. As a leader within the organization, you will also promote and lead coordination across internal groups to ensure successful execution of CS-owned activities. In this role, you will closely partner with our Delivery, Sales, and Product teams and work cross-departmentally to help identify expansion opportunities. When needed, you will personally serve as the CSM for live customers as part of your daily responsibilities in this role.

Success of this role is defined by the continuous growth of customer adoption and utilization rates across the RapidDeploy customer base and the conversion of customers to ‘Advocates’ whenever possible. The identification and implementation of process improvements will also be critical in support of RapidDeploy’s growth and the need to deliver top-notch services at scale for our customers.

**Location: Fully remote anywhere in the US

**Travel: Up to 25%

Qualifications/Experience:

• Minimum of 10 years of experience in Customer Success, Account Management, or similar customer-facing roles driving outcomes and adoption of software products

• Minimum of 3 years of experience managing a Customer Success team

• Demonstrated track record of successfully managing complex customer relationships in a SaaS environment

• Bachelor's Degree with a business (including Marketing, Management, Operations) focus preferred

• Solid understanding of cloud computing, enterprise software, data analytics, and technology in general

• Passion for using technology to make a difference in people’s lives, and ideally some exposure or personal interest in emergency services and Public Safety

• Proven track record of cross-functional collaboration and experience in change management,  planning, and process improvement/business transformation

• Experience working for an innovative and fast-growing Tech Company

• Demonstrated creativity with customer engagement and problem solving

• Passionate about helping customers maximize the benefits of RapidDeploy

• Experience with HubSpot and/or Gainsight

• Possesses an ability to interact with senior leadership in order to drive strategy and ROI

• Ability to communicate effectively across the experience/management spectrum, translate between technical and non‐technical teams, and can empathetically communicate customers’ pain-points to internal RapidDeploy teams

• Self-motivated, energetic, proactive team player with innovative ideas, diplomacy and tact

• Poise under pressure, thrives in a multi-tasking environment and can adjust priorities on-the-fly

• Willingness to take on new tasks and responsibilities

Target Base Salary Range: $74,000 - $148,400 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.

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Basic Requirements

• 10+ years of experience in Customer Success, Account Management, or similar customer-facing roles driving outcomes and adoption of software products

• 3+ years of experience managing a team

Travel RequirementsUnder 25%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes

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!

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 are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email [email protected].