We are seeking a Customer Success based in Germany to lead post‑sales customer engagement across Europe.

You will serve as the primary point of contact for customers after deployment, driving adoption, satisfaction, and long‑term value, while coordinating closely with Sales, Product, and R&D teams.

Responsibilities

Customer Success

Own the full post‑sales customer lifecycle across Europe
Build strong relationships with key stakeholders (technical, operational, executive)
Ensure successful deployment, onboarding, and operational readiness
Drive adoption and usage of Sentrycs systems in real‑world scenarios
Identify expansion opportunities (upsell, cross‑sell, renewals)

Customer Support & Operations

Act as the first escalation point for customer issues and incidents
Coordinate with internal support, engineering, and product teams to resolve issues quickly
Ensure SLAs and response times are met across all European accounts
Build and improve support processes, documentation, and knowledge base
Monitor system performance and proactively address risks

Field & Technical Engagement

Support on‑site activities including deployments, training, and troubleshooting (as needed)
Translate customer operational needs into product and feature feedback
Work closely with system integrators and partners across Europe

Cross‑functional Collaboration

Partner with Sales on account strategy and renewals
Collaborate with Product & R&D to influence roadmap based on field insights
Support Marketing with customer references, case studies, and testimonials

Requirements

5+ years in Customer Success, Technical Account Management, or Support
Experience working with enterprise / government / defense customers
Background in complex technical systems (RF, telecom, cybersecurity, defense, or similar) – strong advantage
Proven ability to manage multi‑country / regional accounts
Strong customer‑facing and communication skills
Ability to bridge technical and operational stakeholders
Problem‑solving mindset with high ownership
Comfortable working in fast‑growing, global environments

Languages

Fluent English (mandatory)
German – strong advantage
Additional European languages – plus

Willingness to travel across Europe (~30–50%).

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