Job Description

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%)