Cirrus Central Management: Customer Success Manager

About Motorola Solutions

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 Summary

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.

Key Responsibilities

• 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). 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.