Customer Success Manager (Remote CA)

The Customer Success Manager (CSM) will proactively drive adoption, product utilization, retention, and customer satisfaction for RapidDeploy's Lightning product, developing customers into advocates. This role involves partnering with Delivery, Support, Account Management, and Product teams, serving as the voice of the customer for product roadmap enhancements. The CSM will work with key executives to ensure successful, long-term relationships, focusing on continuous value derivation from the platform. This is a fully remote position based in California, requiring up to 70% travel within the state.

Must Have

• Proactively drive adoption, product utilization, retention, and customer satisfaction.
• Develop customers into advocates across all accounts.
• Partner with Delivery, Support, Account Management, and Product teams.
• Serve as the voice of the customer for product roadmap enhancements.
• 3+ years in Customer Success, Account Management, or similar customer-facing role.
• Demonstrated track record of solution selling.
• Proven track record in cross-functional collaboration, change management, training, project management, planning, and process improvement/business transformation.
• Solid understanding of cloud computing, enterprise SaaS software, data analytics, and technology.
• Demonstrated creativity with customer engagement and problem solving.
• Ability to listen and communicate effectively across technical and non-technical teams.
• Interact with senior leadership to define and execute customer engagement strategies.
• Drive ROI in terms of retention and utilization.
• High school diploma or equivalent.

Good to Have

• Experience working with and driving end-user adoption of mobile applications.
• Exposure or personal interest in emergency services and Public Safety.
• Experience working for an innovative and fast-growing Tech Company or direct experience in a public safety agency leveraging modern technology.

Perks & 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

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

Focusing on the RapidDeploy product line leading cloud-native platform for public safety. We provide Next Generation 911 solutions that deliver intelligent information throughout the emergency response journey, empowering agencies and first responders to drive better outcomes in mission-critical situations. With a curated partner network, our platform combines mobile signals, critical datasets, and call information into a single operating system, improving emergency response with location accuracy, situational awareness, modern communications, and actionable insights. Our products improve outcomes and ultimately save lives.

Job Description

The Customer Success Manager (CSM) will be responsible for proactively driving adoption, product utilization, retention, and customer satisfaction, developing customers into advocates across all accounts. Success of this role is defined by the customer deriving continuous value from RapidDeploy's Lightning product and working with key executives to plan for a successful, long-term and fruitful relationship. In this role, you will closely partner with Delivery (Project Management and Implementation), Support, Account Management, Product and serve as the voice of the customer for product roadmap enhancements.

Location: Fully remote, based in CA

Travel: Up to 70% within CA

Qualifications/Experience:

• 3 + years in a Customer Success, Account Management, or a similar customer-facing role, preferably in SaaS or public safety environments
• Demonstrated track record of solution selling; Skilled in understanding client challenges and effectively positioning SaaS solutions to address their specific business needs
• Experience working with and driving end-user adoption of mobile applications a strong plus
• Proven track record of cross-functional collaboration and experience in change management, training, project management, planning, and process improvement/business transformation
• Solid understanding of cloud computing, enterprise SaaS software, data analytics, and technology in general
• Passion for using technology to make a difference in people’s lives, and ideally some exposure or personal interest in emergency services and Public Safety
• Experience working for an innovative and fast-growing Tech Company or direct experience working in a public safety agency leveraging modern technology to support daily operations
• Demonstrated creativity with customer engagement and problem solving
• Ability to proactively listen and communicate effectively across the experience/management spectrum, translate between technical and non‐technical teams, and can empathetically communicate customers’ pain-points to internal RapidDeploy teams
• Possesses an ability to interact with senior leadership to define and execute customer engagement strategies and drive ROI in terms of retention and utilization
• Self-motivated, energetic, proactive team player with innovative ideas, diplomacy, and tact
• Poise under pressure, thrives in a multi-tasking environment and can adjust priorities on-the-fly

Target Base Salary Range: $70,000 - $90,000 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.

Basic Requirements

• High school diploma or equivalent
• 3+ years of experience in customer success, account management, public safety, and/or a customer-facing role

Travel Requirements

50-75%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

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!