Global Customer Success Lead — Mission-Critical Software

Motorola Solutions; United Kingdom; Remote; GBP 85,000 - 105,000; Full time

Job summary

Motorola Solutions in the United Kingdom seeks a Customer Success Lead Manager to oversee a dedicated team, owning long-term relationship health, governance, and service performance for international accounts across Guardian, Kodiak, and Wave On-Prem lines.

You will bridge regional teams, engineering, hosting, and vendors to ensure high availability, smooth software lifecycles, and proactive customer communication across critical networks.

Qualifications

• Bachelor's degree in business, IT, engineering or a technical field.
• Experience in Customer Success, Technical Project Management, or ITSM supporting enterprise software.
• ServiceNow Change Management, Jira, and Azure DevOps board administration & workflows; release management.

Responsibilities

• Serve as the single point of contact for international Guardian, Kodiak, and Wave On-Prem accounts, managing in-life journey and health.
• Author and distribute monthly Service Pack reports; lead quarterly Service Reviews evaluating metrics, SLAs, and expansion opportunities.
• Oversee account financial reporting; align with cross-functional teams to maintain a unified international strategy.
• Co-lead Incident and Problem reviews; drive issue resolution and continuous service improvement.
• Run DevOps backlog reviews to prioritize user stories, patches, and feature requests across platforms.
• Administer Azure DevOps access, permissions, boards, and workflows for external and internal stakeholders.
• Plan and execute multi-product upgrades and patch cycles through Staging, UAT, and Production.
• Raise and track Change Requests; coordinate resourcing across Engineering, Hosting, Telecom/Carriers, and vendors.
• Draft technical advisories; host Technical Bridge Meetings during maintenance windows to ensure proactive communication.

Skills

Technical communication

Customer Success

ITSM

Technical Project Management

English proficiency

Education

Bachelor's Degree in Business, Information Technology, Engineering, or a technical field

Tools

ServiceNow

Jira

Azure DevOps

Job description

Motorola Solutions in the United Kingdom seeks a Customer Success Lead Manager to oversee a dedicated team, owning long-term relationship health, governance, and service performance for international accounts across Guardian, Kodiak, and Wave On-Prem lines.

You will bridge regional teams, engineering, hosting, and vendors to ensure high availability, smooth software lifecycles, and proactive customer communication across critical networks.