[Remote] Customer Success Advocate - West Coast Region

Note: The job is a remote job and is open to candidates in USA. Motorola Solutions is a global community focused on enhancing safety through technology. The Customer Success Advocate plays a vital role in ensuring customers gain full value from the hybrid-cloud portfolio by driving product adoption and fostering long-term relationships.

Responsibilities

• 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
• 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
• 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
• 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
• 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

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
• 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

Benefits

• 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!

Company Overview

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