Customer Success Lead Manager

Location: United Kingdom Offsite (ZUK99)

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. 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.

Department Overview

The Customer Success Team within Systems Integration International is dedicated to managing the in-life and post-implementation journey of software customer accounts utilising Motorola Solutions' critical technologies across international markets. Serving as the primary point of operational contact, the team ensures a seamless experience across our Guardian portfolio (including CAD and ICCS), Kodiak Broadband Push-To-Talk (PTT) solutions, and Wave On-Premise systems.

We engage with in-life customers to drive user adoption and satisfaction, forge highly effective customer partnerships, and establish a trusted strategic advisor relationship with target accounts. We foster collaboration across all international regions, public safety agencies, commercial enterprises, and telecommunications ecosystem partners to maximize the value and stability of their safety and security technology investments, ultimately "Solving for safer".

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.

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

Basic Requirements

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