Sr. Manager - Customer Success

Company OverviewAt 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. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.Department OverviewThe 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 DescriptionAs 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 & StrategyDesign, 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 & GrowthTake 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 & AdvocacyEstablish 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 CollaborationAct 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 & QualificationsBachelor’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 SkillsDemonstrated 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 AptitudeStrong 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 USDConsistent 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-RO1Basic RequirementsBachelor’s degree with 6+ years of progressive experience in Customer Success, Account Management, or Management ConsultingTravel RequirementsUnder 25%Relocation ProvidedNonePosition TypeExperiencedReferral Payment PlanYesOur U.S. Benefits include:Incentive Bonus PlansMedical, Dental, Vision benefits401K with Company Match10 Paid HolidaysGenerous Paid Time Off PackagesEmployee Stock Purchase PlanPaid Parental & Family Leaveand more!EEO StatementMotorola 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 complete this Reasonable Accommodations Form so we can assist you.SummaryLocation: Chicago, IL; Westminster, CO; Colorado Remote Work; Illinois Remote WorkType: Full time