Sr. Manager - Customer Success

Motorola Solutions•Chicago, IL

1d•Onsite

About The Position

Motorola Solutions is seeking a Senior Manager of Customer Success to lead Envysion’s post-sale customer journey. This role is responsible for designing and executing strategies that ensure clients in the QSR, retail, and convenience store industries maximize the value of their cloud-based video and analytics platforms. The position involves owning the customer relationship lifecycle, transforming users into advocates, and driving measurable business outcomes. The Customer Success Department at Envysion focuses on building long-term relationships and acting as a strategic partner, empowering clients to protect people, streamline operations, and secure profits through software solutions.

Requirements

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.
Demonstrated ability to recruit, coach, and scale a high-performing team of Customer Success Managers.
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.
Strong analytical skills with the ability to interpret complex data to prove tangible ROI and drive actionable business outcomes for clients.
Advanced proficiency in CRM and Customer Success platforms (e.g., Salesforce, Gainsight, ChurnZero).
Ability to quickly understand and speak intelligently about Envysion's cloud-based video security hardware, software, and POS integration capabilities.
Basic Requirements: Bachelor’s degree with 6+ years of progressive experience in Customer Success, Account Management, or Management Consulting.

Nice To Haves

Prior experience working with or within the Quick-Service Restaurant (QSR), retail, convenience store, or Loss Prevention/Asset Protection industries is highly desirable.

Responsibilities

Design, implement, and iterate on a comprehensive Customer Success strategy aligned with business goals and customer health initiatives.
Hire, coach, and mentor a team of Customer Success Managers (CSMs), transforming them into proactive, trusted advisors.
Build and refine scalable, data-led lifecycle playbooks (onboarding, adoption, QBRs, renewals) using tools like Salesforce, Gainsight, or Outreach.
Take 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 and lead intervention strategies.
Partner with Sales and Account Management to identify and execute on upsell and cross-sell opportunities.
Establish and track core sentiment metrics, including Net Promoter Score (NPS) and Customer Satisfaction (CSAT).
Create feedback loops to continuously improve the customer experience and build a robust customer advocacy engine.
Nurture relationships with C-level executives and key stakeholders to develop brand ambassadors.
Serve as the executive sponsor for high-value strategic accounts, participating in Executive Business Reviews (EBRs).
Act as the internal champion for clients, synthesizing user data and feedback to influence Product and Engineering roadmaps.
Foster alignment between Sales, Marketing, Implementation, and Technical Support to ensure a frictionless customer experience.