Customer Success Manager

Overview

In this role you will manage the in-life journey for live Motorola Solutions customers, ensuring seamless operations and strong relationship health. You will coordinate cross-functional teams to optimize service delivery and oversee incidents, backlog governance, and software upgrades. You will communicate technical changes clearly to customers and coordinate with internal and external stakeholders to resolve issues. This position offers the opportunity to shape customer success in a mission-critical, SaaS-enabled environment and to partner across safety and security ecosystems.

Pay / Benefits

• Competitive salary and bonus schemes
• Two weeks additional pay per year
• 25 days holiday entitlement + bank holidays
• Definite contribution pension
• Private medical insurance
• Employee stock purchase plan

Responsibilities

• Serve as the single point of contact for assigned accounts, managing ongoing relationships
• Produce monthly Service Pack reports and conduct quarterly face-to-face Service Reviews
• Oversee account financial reporting and align with cross-functional teams on strategy
• Co-lead Incident and Problem review meetings with Service Desk to resolve operational issues
• Own and manage DevOps Backlog Review meetings to prioritize stories and bugs
• Administer Azure DevOps access and operations for stakeholders
• Schedule software upgrades across environments and coordinate with vendors
• Raise and track ServiceNow Change Requests with Engineering, Hosting, and partners
• Draft technical advisories, host bridge meetings during maintenance, and manage network alert notifications

Key requirements

• Experience in Customer Success, Technical Project Management, or IT Service Management (ITSM)
• ServiceNow & Azure DevOps experience for Change Requests, Backlog, Wiki, and Work Items
• Software release knowledge including Staging, Production, and UAT
• Technical English communication for advisories and live bridge calls
• Cross-functional collaboration with internal teams and third-party vendors
• Operational governance experience with incidents, financials, and performance reporting

• Cross-functional collaboration
• Clear technical communication
• Problem-solving mindset
• ServiceNow
• Azure DevOps
• ITSM processes

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