[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.ResponsibilitiesReducing Time to First Value for new deploymentsMoving customers through increasingly advanced usage tiersIdentifying risks to adoption and retention early and driving mitigation plansSurfacing expansion and cross-sell opportunities based on usage and outcomesBuild and maintain strong, trusted relationships with operational leadership and end users across your assigned customer portfolioLead regular customer touchpoints (e.g., onboarding, QBRs/EBRs, health checks) to review usage, outcomes, and future needsEnsure customers and key work partners clearly understand the “why behind the buy” and that configurations align to their operational goals and workflowsDrive high adoption of licensed features, with specific focus on daily active usage and mission-critical workflowsApply a “Good-Better-Best” framework to guide customers from basic use to advanced, integrated workflowsUse usage statistics and customer feedback to recommend configuration changes, workflow enhancements, and best practicesPartner 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 improvementsMonitor account health via adoption, license activation, utilization, and customer feedback dataIdentify early warning signs of churn risk or declining engagement and execute mitigation plans in partnership with the Senior Manager and cross-functional teamsCapture and escalate customer issues, blockers, and product gaps to the appropriate internal teams (Support, Product, Deployment) to drive resolutionCollaborate closely with Sales, Deployment, Product Activation, and Support to ensure a seamless customer experience from deployment through renewalProvide structured feedback to Product and Sales on customer needs, feature requests, and usage trendsSupport Sales in renewal and expansion cycles by providing adoption insights, success stories, and risk assessmentsSkillsHigh School diploma, Bachelor's Degree in Business, Communications, Public Safety, Information Technology, or a related field; or equivalent practical experience3+ 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 productsPublic Safety / Government Technology Experience: Familiarity with public safety operations, PSAPs, 9-1-1 call handling, or government technology environmentsCustomer 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 trendsCommunication & Influence: Strong verbal and written communication skills, with the ability to translate data and product capabilities into clear customer value and recommended next stepsProblem-Solving & Ownership: Ability to proactively identify risks, propose solutions, and drive follow-through with internal teams and customersBenefitsIncentive Bonus PlansMedical, Dental, Vision benefits401K with Company Match10 Paid HolidaysGenerous Paid Time Off PackagesEmployee Stock Purchase PlanPaid Parental & Family LeaveAnd more!Company OverviewMotorola Solutions creates mission-critical communication solutions and services for public safety and commercial customers. It was founded in 1928, and is headquartered in Chicago, Illinois, USA, with a workforce of 10001+ employees. Its website is http://www.motorolasolutions.com.Company H1B SponsorshipMotorola Solutions has a track record of offering H1B sponsorships, with 41 in 2026, 159 in 2025, 119 in 2024, 146 in 2023, 170 in 2022, 153 in 2021, 155 in 2020. Please note that this does not guarantee sponsorship for this specific role.