Customer Success Leader

Sentrycs is seeking an experienced, hands-on Customer Success Leader to build, lead, and manage our customer success and technical support operations across North America.

This is a key leadership role responsible for establishing the structure, processes, and strategy needed to deliver an exceptional customer experience. The ideal candidate will bring a combination of technical expertise, customer relationship management, operational leadership, and a continuous improvement mindset.

A primary focus of this position will be transforming our approach from reactive technical support to a proactive customer success model by anticipating customer needs, identifying recurring issues, improving processes, and ensuring customers realize the full value of Sentrycs solutions.

This individual will manage day-to-day team operations, serve as the escalation point for critical customer issues, and work closely with our global Customer Success, Product, and R&D teams in Israel to build a scalable and effective North American support model.

LOCATION: Huntsville, Alabama preferred; remote candidates will be considered based on experience and qualifications.

Responsibilities

Leadership & Operational Management

·        Lead and manage day-to-day Customer Success and Technical Support operations across North America.

·        Provide direction, coaching, and oversight to team members, ensuring accountability, responsiveness, and high-quality customer service.

·        Establish the North American customer success and support operating model, including team responsibilities, workflows, service standards, and escalation procedures.

·        Define and monitor key performance indicators (KPIs), including customer satisfaction, response and resolution times, recurring issues, and customer adoption.

·        Assess team capabilities, identify resource needs, and support future team development and growth.

·        Foster a culture of ownership, collaboration, continuous improvement, and customer focus.

Customer Success Strategy & Continuous Improvement

·        Drive the transition from reactive issue resolution to a proactive, relationship-driven customer success model.

·        Develop strategies to anticipate customer needs, identify potential challenges, and address issues before they impact operations.

·        Establish structured customer engagement practices, including onboarding, training, regular check-ins, and ongoing operational support.

·        Analyze customer issues, support trends, and lessons learned to identify root causes and implement sustainable improvements.

·        Develop scalable processes and best practices that improve efficiency, consistency, and the overall customer experience.

·        Partner with Sales to support customer retention, renewals, and long-term account growth.

Technical Support & Escalation Management

·        Serve as the primary North American escalation point for urgent, complex, or business-critical customer incidents.

·        Oversee the timely resolution of technical issues, coordinating resources across local and global teams.

·        Establish clear escalation protocols, communication standards, and incident management procedures.

·        Ensure customer issues are effectively documented, tracked, resolved, and communicated.

·        Monitor customer system performance and operational readiness to proactively identify potential risks.

·        Lead post-incident reviews and ensure lessons learned translate into process, product, or service improvements.

Customer Relationships & Enablement

·        Build and maintain strong relationships with key customer stakeholders, including technical, operational, and executive contacts.

·        Ensure successful customer onboarding, deployment transitions, product adoption, and ongoing operational readiness.

·        Develop and maintain customer-facing training materials, technical documentation, FAQs, troubleshooting guides, and other support resources.

·        Establish a knowledge base and self-service resources to improve customer independence and reduce recurring support requests.

·        Identify opportunities to improve customer education, engagement, satisfaction, and long-term success.

·        Support customer training, on-site engagements, and technical discussions as needed.

Global Collaboration & Cross-Functional Partnership

·        Build strong working relationships with Sentrycs' Israel-based Customer Success, Technical Support, Product, and R&D teams.

·        Serve as the key North American liaison to global teams, ensuring effective communication, coordination, and alignment.

·        Establish clear processes for knowledge sharing, technical escalations, and issue resolution across regions and time zones.

·        Translate customer feedback and field experience into actionable recommendations for product enhancements and service improvements.

·        Collaborate with Sales, Solution Engineering, and other internal stakeholders to ensure a seamless customer experience.

·        Work with system integrators and strategic partners to support successful customer outcomes.

Requirements

·        5+ years of progressive experience in Customer Success, Technical Support, Technical Account Management, or related technical customer-facing functions.

·        Demonstrated experience leading and managing customer success, technical support, or service delivery teams.

·        Proven ability to build or improve operational processes, support models, and customer engagement strategies.

·        Experience supporting complex technical hardware/software solutions in enterprise, government, defense, homeland security, or public safety environments.

·        Background in RF technologies, telecommunications, cybersecurity, defense systems, or related technical fields strongly preferred.

·        Experience working with global, cross-functional teams, particularly in fast-growing or evolving organizations.

·        Experience managing critical customer escalations and complex technical issues.

·        Ability to travel for customer engagements, training, and team activities. (25%)

·        Flexibility to collaborate with global colleagues across time zones, particularly teams based in Israel.

Preferred Qualifications

·        Strong people leadership, coaching, and team management capabilities.

·        Strategic thinker with a hands-on, operationally focused approach.

·        Demonstrated ability to develop scalable processes and drive continuous improvement.

·        Strong technical aptitude and ability to communicate effectively with technical and nontechnical stakeholders.

·        Exceptional customer relationship management, communication, and problem-solving skills.

·        Ability to remain composed, decisive, and responsive during urgent or high-pressure customer situations.

·        Proactive, analytical mindset with the ability to identify trends, anticipate challenges, and implement solutions.

·        Highly organized, self-directed, and comfortable building structure in a growing organization.