Sr. Manager - Customer Success

Motorola Solutions; Denver (CO); On-site; USD 145,000 - 155,000; Full time

Benefits offered by this job

Incentive bonus plans

Medical, Dental, Vision benefits

401K with company match

Paid holidays

Generous paid time off

Employee stock purchase plan

Paid parental & family leave

Job summary

Motorola Solutions, Envysion Customer Success, seeks a Senior Manager to lead a high-performing CS team and drive post-sale value for QSR, retail, and convenience-store clients. You will own the customer lifecycle, build proactive advisory capabilities, and partner with Sales on growth opportunities while aligning with product roadmaps and customer health initiatives.

The role emphasizes strategic leadership, data-driven decisions, and executive-level collaboration to secure renewals and

Qualifications

• Bachelor's degree with 7+ years 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 GRR/NRR targets.
• Experience in QSR, retail, convenience store, or Loss Prevention industries is highly desirable.

Responsibilities

• Design, implement, and iterate a comprehensive Customer Success strategy aligned with business goals and health initiatives.
• Hire, coach, and mentor a team of CSMs, transforming into proactive trusted advisors.
• Build scalable, data-led lifecycle playbooks (onboarding, adoption, QBRs, renewals) using Salesforce, Gainsight, or Outreach.
• Own portfolio health and key metrics (GRR, NRR) and develop early-warning health scores.
• Partner with Sales and Account Management to identify upsell/cross-sell opportunities and integrate growth motions.
• Sustain executive-level relationships, conduct EBRS, and act as final escalation for high-value accounts.
• Collaborate with Sales, Product, and Technical Support to feed customer feedback into roadmaps.

Skills

Leadership

Strategy

Executive communication

Cross-functional collaboration

Data-driven decisions

People management

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 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 Envysion's cloud-based video security hardware, software, and POS integration capabilities.

Target Base Salary Range: $145,000 - $155,000 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.

Accepting applications between August 2026 and October 2026.

#LI-RO1

Basic Requirements

• Bachelor's degree with 6+ years of progressive experience in Customer Success, Account Management, or Management Consulting

Travel Requirements

Under 25%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our U.S.Benefitsinclude:

• 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 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 thisReasonable Accommodations Forms so we can assist you.