[Hiring] Customer Success Leader @Sentrycs

Role Description

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.

Qualifications

• 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.

Requirements

• 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 non-technical 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.

Company Description