Senior 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 OverviewThis department focuses on the RapidDeploy product line, a 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 Senior Customer Success Manager (CSM) will be responsible for proactively driving adoption, product utilization, retention, and customer satisfaction, developing customers into advocates across all accounts. Success of this role is defined by the customer deriving continuous value from RapidDeploy products and working with key executives to plan for a successful, long-term and fruitful relationship. CSMs will also be responsible for tracking and securing customer renewals as part of long-term customer relationship management activities. In this role, you will closely partner with Delivery (Project Management and Implementation), Support, Account Management, Product and work cross-departmentally to help identify expansion opportunities. 

Location: Remote-based, ideally based in FL, KY, or TN or neighboring states

Travel: Up to 70%

Qualifications/Experience:

• 5+ years in a Customer Success, Account Management, or a similar customer-facing role, preferably in SaaS. Strong preference for public safety experience.

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

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

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

• Passion for using technology to make a difference in people's lives and ideally experience in emergency services and Public Safety. 

• Working knowledge of Customer Success KPIs and metrics Experience with , HubSpot, and/or Gainsight. 

• Experience working for an innovative and fast-growing Tech Company or direct experience working in a public safety agency leveraging modern technology to support daily operations.

• Demonstrated creativity with customer engagement and problem solving.

• Ability to proactively listen and 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. 

• Possesses an ability to interact with senior leadership to define and execute customer engagement strategies and drive ROI in terms of retention and utilization. 

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

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

Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Target Base Salary Range: $75,000 - $120,000 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.

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Basic Requirements

• High school diploma or equivalent

• 5+ years of experience in customer success, account management, public safety, and/or a customer-facing role

Travel Requirements25-50%
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 complete this Reasonable Accommodations Form so we can assist you.

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