Cirrus Central Management: Customer Success Manager

Motorola Solutions•Chicago, IL

2d•Onsite

About The Position

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 Overview The Astro Value Stream is responsible for the development of best in class P25 networking infrastructure solutions. There are development teams based in Krakow and in Schaumburg. The product management team is located in Schaumburg. It's an exciting time to be a member of Astro as we are starting on a journey to modernize our portfolio as well as optimizing our development practices to deliver content more efficiently and in a totally seamless manner to our customers. The Customer Success Management (CSM) role requires a blend of interpersonal relationship management, product expertise, and commercial acumen. Engage with Customers post-sale to drive user adoption and satisfaction, ensuring high Customer retention. Forge highly effective customer partnerships and establish a trusted advisor/strategic partner relationship with target accounts. Work with targeted Customers to develop a proactive individual Customer Success Plan including establishing critical goals and key performance indicators. Customer Engagement & Communication Leading touchpoints, Quarterly office hours, Voice of Customer (VoC) calls, maintaining the repository of customer feedback - responsible for updating pdm and development teams of current trends or points of contention Adoption & Advocacy Driving product adoption, monitoring case progress, transitioning customers to paid subscriptions, and handling subscription renewals. Technical & Telemetry Monitoring Pendo (telemetry tool) for user clicks, usage, and NPS score. Content & Training Creating in-app guides and tool tips (via Pendo), onboarding new customers, and providing training.

Requirements

Customer Success/Account Management Background: Proven track record in a B2B SaaS environment managing a portfolio of accounts.
Product Adoption Expertise: Demonstrated ability to influence product usage and drive measurable adoption metrics.
Technical Aptitude: Comfort in working with and interpreting data from telemetry tools (e.g., Pendo).
Training & Communication: Excellent written and verbal communication skills, capable of leading customer training sessions and executive-level discussions (VoC).
Commercial Acumen: Experience handling subscription renewals and managing expansion/transition opportunities (moving customers from free/trial to paid).
Proactive and Data-Driven : Must be able to interpret usage data (Pendo) and proactively identify at-risk customers or expansion opportunities rather than waiting for issues to arise.
Empathetic Listener : Essential for effective VoC calls and understanding customer pain points to drive product feedback.
Detail-Oriented: Necessary for managing the renewal process, tracking case progress, and ensuring accuracy in guide creation.
Ownership Mentality : The ability to take full responsibility for the entire customer lifecycle, from onboarding through renewal.
Bachelor's Degree.
2+ years progressive experience in Systems or Development Engineering, in Product Planning/Product Marketing/Product Management or Direct Sales

Nice To Haves

Experience creating in-app content is a major plus.
MBA or other graduate degree (preferred)

Responsibilities

Engage with Customers post-sale to drive user adoption and satisfaction, ensuring high Customer retention.
Forge highly effective customer partnerships and establish a trusted advisor/strategic partner relationship with target accounts.
Work with targeted Customers to develop a proactive individual Customer Success Plan including establishing critical goals and key performance indicators.
Leading touchpoints, Quarterly office hours, Voice of Customer (VoC) calls, maintaining the repository of customer feedback - responsible for updating pdm and development teams of current trends or points of contention
Driving product adoption, monitoring case progress, transitioning customers to paid subscriptions, and handling subscription renewals.
Monitoring Pendo (telemetry tool) for user clicks, usage, and NPS score.
Creating in-app guides and tool tips (via Pendo), onboarding new customers, and providing training.