Sr. Manager - Customer Success

Motorola Solutions; Chicago (IL); On-site; USD 140,000 - 200,000; Full time

Job summary

Envysion seeks a Senior Manager of Customer Success to lead a high-performing team and optimize the post-sale journey for QSR, retail, and convenience-store clients. You will own the customer lifecycle, drive health metrics, and partner with Sales and Product to maximize value and retention.

You will design scalable playbooks, supervise adoption and renewals, and build strong relationships with C-level executives to turn customers into long-term advocates.

Qualifications

• Bachelor's degree and 7+ years in Customer Success, Account Management, or Management Consulting in B2B SaaS.
• 3+ years of direct people management experience.
• Proven track record of owning and expanding a multi-million dollar book of business with GRR/NRR and adoption targets.

Responsibilities

• Lead a high-performing team of Customer Success Managers and execute data-led lifecycle playbooks (onboarding, adoption, renewals).
• Own portfolio health and key metrics, drive renewals, and identify upsell opportunities with Sales and Account Management.
• Establish and track NPS, CSAT, and advocacy programs; collaborate with Sales, Product, and Engineering to voice customer needs.

Skills

Customer Success

Account Management

Leadership

Executive Communication

Education

Bachelor's degree

Tools

Salesforce

Gainsight

Outreach

Job description

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. 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 Overview

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 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 Description

As 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 & Strategy

Design, 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 & 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

Bachelor'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 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 advising.

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," ensur