Sr. Manager Customer Success

At Motorola Solutions we believe that everything starts with our people. Were 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 thats 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.

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 Envysions 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 softwareultimately protecting their people streamlining their operations and securing their profits.

As the Senior Manager of Customer Success you will be the driving force behind Envysions 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 Envysions 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

• Bachelors 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 Envysions cloud-based video security hardware software and POS integration capabilities.

Target Base Salary Range: $145000 - $155000 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

• Bachelors degree with 6 years of progressive experience in Customer Success Account Management or Management Consulting

Under 25%NoneExperiencedYes

Our :

• Incentive Bonus Plans

• Medical Dental Visionbenefits

• 401K with Company Match

• 10 Paid Holidays

• GenerousPaidTime Off Packages

• Employee Stock Purchase Plan

• PaidParental & 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 youd like to join our team but feel that you dont quite meet all of the preferred skills wed still love to hear why you think youd be a great addition to our team.

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