Customer Success Manager- Germany

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%).