[Hiring] Customer Success Lead Manager @Motorola Solutions

Role Description

As a Customer Success Lead Manager, you will manage and grow a dedicated team owning long-term relationship health, operational governance, and service performance for international accounts across our Guardian, Kodiak, and Wave On-Prem product lines. In this role, you will bridge the gap between regional teams, international customers, internal engineering teams, hosting operations, and external vendors to help ensure high solution availability, smooth software life cycles, and high customer satisfaction.

At Motorola Solutions, everything starts with our people. We offer a people-first culture where you are empowered to bring your authentic self, drive proactive operational excellence, and help deliver on the promise of a safer world.

Key Responsibilities

• Customer Relationship & Account Governance
  • Serve as the single point of contact for assigned international accounts across Guardian, Kodiak, and Wave On-Prem deployments, managing their ongoing in-life journey and account health.
  • Author and distribute monthly Service Pack reports, and schedule, prepare, and deliver quarterly Service Reviews to evaluate performance metrics, SLAs, and expansion opportunities.
  • Oversee account financial reporting both internally and externally, leading quarterly alignment with cross-functional customer success and commercial teams to maintain a unified international account strategy.
• Incident, Problem, & DevOps Governance
  • Co-lead regular customer Incident and Problem review meetings alongside Services teams to drive systemic issue resolution, bug fixes, and continuous service improvement.
  • Run customer DevOps Backlog Review meetings to prioritize user stories, software patches, and feature enhancement requests across Guardian control room tools, Kodiak, and Wave On-Prem platforms.
  • Administer Azure DevOps access, permissions, board configurations, and operational workflows for external customer stakeholders and internal teams.
• Software Life Cycle & Technical Coordination
  • Schedule, plan, and execute multi-product software upgrade cycles and patching through Staging, User Acceptance Testing (UAT), and live Production deployment.
  • Raise, document, and track Change Requests (CRs) while coordinating technical resourcing across Engineering, Hosting, Telecom/Carriers, and third-party vendors.
  • Draft and dispatch clear technical customer advisories, collaborate with Regional Services teams to host live Technical Bridge Meetings during scheduled maintenance windows, and help to ensure proactive communication across high-availability mission-critical networks.

Qualifications

• Bachelor’s Degree in Business, Information Technology, Engineering, or a technical field.
• Experience in Customer Success, Technical Project Management, or IT Service Management (ITSM) supporting enterprise or mission-critical software solutions.

Requirements

• Technical Expertise
  • Demonstrable proficiency with ServiceNow Change Management, Jira, and Azure DevOps board administration and workflows.
  • Strong understanding of end-to-end software release lifecycles across Staging, User Acceptance Testing (UAT), and Production phases, infrastructure patching, and environment dependency management.
  • Excellent written and spoken English communication skills with a demonstrated ability to translate complex technical issues into clear customer advisories and command live technical bridge calls during service windows. A second language is an asset.
• Professional Experience
  • Proven ability to align internal teams (Business Analysts, Hosting Engineers, Systems Test Engineers, Product Management) alongside external telecommunications partners and third-party vendors.
  • Demonstrated track record running incident/problem reviews, account financial tracking, and executive quarterly service reviews.

Benefits

• Competitive salary and bonus schemes.
• Two weeks additional pay per year (holiday bonus).
• 25 days holiday entitlement + bank holidays.
• Attractive defined contribution pension scheme.
• Employee stock purchase plan.
• Flexible working options.
• Private medical care.
• Life assurance.
• Enhanced maternity and paternity pay.
• Career development support and wide-ranging learning opportunities.
• Employee health and wellbeing support EAP, wellbeing guidance etc.
• Carbon neutral initiatives/goals.
• Corporate social responsibility initiatives including support for volunteering days.
• Well known companies discount schemes.

Company Description

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.