Customer Success Leader

Sentrycs•Huntsville, AL

About The Position

Sentrycs is seeking an experienced, hands-on Customer Success Leader to build, lead, and manage customer success and technical support operations across North America. This leadership role will establish the structure, processes, and strategy needed to deliver an exceptional customer experience, combining technical expertise, customer relationship management, operational leadership, and continuous improvement. A primary focus is transforming the organization’s approach from reactive technical support to proactive customer success by anticipating customer needs, identifying recurring issues, improving processes, and helping customers realize the full value of Sentrycs solutions. The role manages day-to-day team operations, serves as the escalation point for critical customer issues, and works closely with global Customer Success, Product, and R&D teams in Israel to build a scalable North American support model. Huntsville, Alabama is preferred; remote candidates may be considered based on experience and qualifications. The role requires 25% travel for customer engagements, training, and team activities, as well as flexibility to collaborate across time zones, particularly with colleagues in Israel.

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.
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.

Nice To Haves

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

Responsibilities

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 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.
Lead 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 affect 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 to improve efficiency, consistency, and the overall customer experience.
Partner with Sales to support customer retention, renewals, and long-term account growth.
Serve as the primary North American escalation point for urgent, complex, or business-critical customer incidents.
Oversee 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 documented, tracked, resolved, and communicated effectively.
Monitor customer system performance and operational readiness to proactively identify potential risks.
Lead post-incident reviews and ensure lessons learned result in process, product, or service improvements.
Build and maintain strong relationships with key technical, operational, and executive customer stakeholders.
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.
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 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.