Theatro Customer Success Manager

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 OverviewThe Enterprise Communications Software Team focuses on delivering communications solutions, AI-powered voice communication, and digital workflow software for the front-line workforce via the newly acquired Theatro business.
Job Description

The Customer Success Manager is a key leader for the Customer Success team. In this role, you will lead the execution of our customer success teams, ensuring that customers are receiving maximum value from Theatro’s service. You and your team will drive adoption of the Theatro platform and effectively demonstrate value to the customer. You will work cross-functionally with other Theatro teams including Sales, Product, and Data, to accelerate usage, relay customer needs and increase customer happiness and retention. You will drive success for your team through coaching and strategic planning.

Theatro is a customer success-based technology business and believes strongly in providing the very best service possible to our customers. To that end, understanding our customers, their needs, their business processes, and their challenges, and then guiding them through successful adoption and the customer journey is key to success.

Responsibilities:

• Attracting, hiring and leading a world-class customer success team

• Supporting CSM team's growth, development and successful achievement of goals and targets for retention, renewals, expansion, and upsell

• Increasing overall customer lifetime value through higher product adoption, usage, customer satisfaction and NPS scores

• Partnering with counterparts in Sales, Customer Success and Implementation team to ensure effective success plans are in place for existing and incoming customers

• Partnering with Product on aiding the development and growth of existing and new products for our customers

• Providing operational oversight of the customer portfolio to deliver on targets and KPIs

• Establishing executive-level customer relationships

• Proactively tracking renewals and partnering collaboratively with cross-functional teams to ensure successful customer renewals

• Identifying and generating net new upsell revenue from existing customers

Requirements:

• Bachelor’s degree

• 5+ years Experience growing customer happiness, adoption, and retention

• Experience building and leading high performing teams

• Confirmed ability to drive continuous product value

• Experience developing product use-cases with customers

• 3+ years of retail knowledge and experience

• Great presence: enthusiastic and high energy, but also poised, confident, and extremely professional

• Ability to think and operate both strategically and tactically

• Successful track record in strategic selling - upsell, cross-sell, and renewal process

Travel Requirements:

• Ability to travel up to 50% of the time within North America

• Preferred candidates will live in Texas

#LI-RO1

Target Base Salary Range

$90,200.00 - $189,100.00

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.

Basic Requirements

• Bachelor's Degree with 4+ years of sales/public safety OR 8+ years of sales/public safety

Travel Requirements50-75%
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].