Jobs and Careers

Theatro Customer Success Manager

Richardson, United Statesfull_timeVerifiedPosted 25 Apr 2025

💰 $189,100/yr($90,200/yr – $189,100/yr)

About the role

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 Enterprise Communications Software Team focuses on delivering communications solutions, AI-powered voice communication, and digital workflow software for the front-line workforce via the newly acquired Theatro business.

Job Description

The Customer Success Manager is a key leader for the Customer Success team. In this role, you will lead the execution of our customer success teams, ensuring that customers are receiving maximum value from Theatro’s service. You and your team will drive adoption of the Theatro platform and effectively demonstrate value to the customer. You will work cross-functionally with other Theatro teams including Sales, Product, and Data, to accelerate usage, relay customer needs and increase customer happiness and retention. You will drive success for your team through coaching and strategic planning.

Theatro is a customer success-based technology business and believes strongly in providing the very best service possible to our customers. To that end, understanding our customers, their needs, their business processes, and their challenges, and then guiding them through successful adoption and the customer journey is key to success.

Responsibilities:

Attracting, hiring and leading a world-class customer success team
Supporting CSM team's growth, development and successful achievement of goals and targets for retention, renewals, expansion, and upsell
Increasing overall customer lifetime value through higher product adoption, usage, customer satisfaction and NPS scores
Partnering with counterparts in Sales, Customer Success and Implementation team to ensure effective success plans are in place for existing and incoming customers
Partnering with Product on aiding the development and growth of existing and new products for our customers
Providing operational oversight of the customer portfolio to deliver on targets and KPIs
Establishing executive-level customer relationships
Proactively tracking renewals and partnering collaboratively with cross-functional teams to ensure successful customer renewals
Identifying and generating net new upsell revenue from existing customers

Requirements:

Bachelor’s degree
5+ years Experience growing customer happiness, adoption, and retention
Experience building and leading high performing teams
Confirmed ability to drive continuous product value
Experience developing product use-cases with customers
3+ years of retail knowledge and experience
Great presence: enthusiastic and high energy, but also poised, confident, and extremely professional
Ability to think and operate both strategically and tactically
Successful track record in strategic selling - upsell, cross-sell, and renewal process

Travel Requirements:

Ability to travel up to 50% of the time within North America
Preferred candidates will live in Texas

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Target Base Salary Range

$90,200.00 - $189,100.00

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.