Cirrus Management: Customer Success Manager

Position: Cirrus Central Management: Customer Success Manager

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. 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.

Job Description

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.

Essential Experience & Skills

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). Experience creating in-app content is a major plus.

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).

Key Behavioral Attributes

• 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.

• MBA or other graduate degree (preferred)

Target Base Salary Range

$72,700 - $145,400 USD

Basic Requirements

• Bachelor's Degree.
• 2+ years progressive experience in Systems or Development Engineering, in Product Planning/Product Marketing/Product Management or Direct Sales.

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

No

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will…