Customer Success Advocate - US Remote

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. Our solutions foster the collaboration that’s critical for safer communities safer schools safer hospitals safer businesses and ultimately safer nations. Connect with a career that matters and help us build a safer future.

The Customer Success Advocate is a front-line customer-facing role responsible for ensuring that customers realize the full value of Motorola Solutions’ hybrid-cloud portfolio. This role focuses on driving product adoption advancing workflow maturity and strengthening long-term relationships. Success is measured by the ability to turn technology investments into measurable outcomes through high adoption retention and customer advocacy.

As a Customer Success Advocate you will manage a portfolio of customers within an assigned region working under the guidance of the Senior Manager Regional Customer Success. You will engage end users and key stakeholders to ensure our solutions are successfully onboarded configured for real-world workflows and consistently used in mission-critical scenarios.

Responsibilities/Exceptations:

• Reducing Time to First Value for new deployments.

• Moving customers through increasingly advanced usage tiers.

• Identifying risks to adoption and retention early and driving mitigation plans.

• Surfacing expansion and cross-sell opportunities based on usage and outcomes.​

Customer Engagement & Adoption:

• Build and maintain strong trusted relationships with operational leadership and end users across your assigned customer portfolio.

• Lead regular customer touchpoints (e.g. onboarding QBRs/EBRs health checks) to review usage outcomes and future needs.

• Ensure customers and key work partners clearly understand the “why behind the buy” and that configurations align to their operational goals and workflows.

• Drive high adoption of licensed features with specific focus on daily active usage and mission-critical workflows.

Workflow Maturity & Value Realization:

• Apply a “Good-Better-Best” framework to guide customers from basic use to advanced integrated workflows.

• Use usage statistics and customer feedback to recommend configuration changes workflow enhancements and best practices.

• Partner with customers to define success criteria baselines and measurable outcomes (e.g. response times call handling efficiency situational awareness).

• Document and communicate customer success stories including measurable impacts and operational improvements.

Health Monitoring & Risk Management:

• Monitor account health via adoption license activation utilization and customer feedback data.

• Identify early warning signs of churn risk or declining engagement and execute mitigation plans in partnership with the Senior Manager and cross-functional teams.

• Capture and escalate customer issues blockers and product gaps to the appropriate internal teams (Support Product Deployment) to drive resolution.

Cross-Functional Collaboration:

• Collaborate closely with Sales Deployment Product Activation and Support to ensure a seamless customer experience from deployment through renewal.

• Provide structured feedback to Product and Sales on customer needs feature requests and usage trends.

• Support Sales in renewal and expansion cycles by providing adoption insights success stories and risk assessments.

Preferred Skills:

• Public Safety / Government Technology Experience: Familiarity with public safety operations PSAPs 9-1-1 call handling or government technology environments.

• Customer Success & Adoption Skills: Experience driving product adoption conducting regular customer reviews and managing a book of business against specific KPIs (e.g. adoption retention satisfaction).

• Data & Tools Fluency: Comfort using CRM and BI tools (e.g. Salesforce Gainsight Tableau or similar) to monitor account health user behavior and adoption trends.

• Communication & Influence: Strong verbal and written communication skills with the ability to translate data and product capabilities into clear customer value and recommended next steps.

• Problem-Solving & Ownership: Ability to proactively identify risks propose solutions and drive follow-through with internal teams and customers.

Travel Requirements:

• Up to 30–40% travel within the assigned region as needed for on-site customer meetings regional events and internal collaboration.

Target Base Salary Range: $100000 - $110000 USD

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.

Required Skills:

• High School diploma Bachelor’s Degree in Business Communications Public Safety Information Technology or a related field; or equivalent practical experience.

• 3+ years of professional experience in Customer Success Account Management Technical Account Management Support or a related customer-facing role and experience working with SaaS cloud or mission-critical technology products.

• Must be able to obtain a background clearance as required by our government customers.

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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 receive consideration for employment without regard to race color religion or belief sex sexual orientation gender identity national origin disability veteran status or any other legally-protected characteristic. 

We are proud of our people-first and community-focused culture empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities or other physical or mental health conditions. To request an accommodation please complete this Reasonable Accommodations Form so we can assist you.

What We Do

About Motorola Solutions | Solving for safer Safety and security are at the heart of everything we do at Motorola Solutions. We build and connect technologies to help protect people property and places. Our solutions foster the collaboration that’s critical for safer communities safer schools safer hospitals safer businesses and ultimately safer nations.

Why Work With Us

We are a global family of driven dynamic people who inspire and support everyone around us to be the best version of themselves. We embrace a “people first” philosophy – and are committed to creating and maintaining a culture of caring and inclusiveness. Are you ready to join our team and be a part of a close-knit community in a big company?

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