[Hiring] Customer Success Team Leader @Sybilla Technologies

Role Description

As our customer base continues to grow, we are looking for a Customer Success Team Leader who will ensure operational excellence, build lasting customer partnerships, and help shape the future of our Customer Success function. This role combines customer relationship management, operational coordination, and team leadership. You will work closely with customers as well as technical, operational, and business teams to ensure seamless service delivery and outstanding customer experience.

• Lead and coordinate the Customer Success team.
• Build and maintain strong, long-term customer relationships.
• Act as the primary escalation point for customer issues and operational challenges.
• Ensure service commitments and SLAs are delivered consistently.
• Coordinate customer onboarding and service adoption activities.
• Align customer expectations with technical and operational capabilities.
• Work closely with cross-functional teams to ensure smooth service delivery.
• Drive efficient resolution of customer incidents and operational requests.
• Monitor customer feedback and identify opportunities for improvement.
• Develop and optimise Customer Success processes and best practices.
• Support KPI tracking, reporting, and service performance monitoring.
• Promote knowledge sharing and effective documentation across the team.
• Support pre-sales and operational activities when needed.
• Mentor team members and help scale the Customer Success function as the company grows.

Qualifications

• Experience in Customer Success, Service Delivery, Operations Coordination, Technical Support, or a similar customer-facing operational role.
• Strong communication and stakeholder management skills.
• Excellent organisational skills and the ability to manage multiple priorities.
• Experience handling escalations and working under operational pressure.
• Analytical mindset and strong problem-solving abilities.
• Ability to coordinate activities across multiple teams.
• Good technical understanding of systems, services, or operational environments.
• Ability to explain technical topics to non-technical audiences.
• Professional written and spoken English.

Requirements

• Leadership or team coordination experience.
• Experience managing SLAs and customer escalations.
• Background in the space sector, satellite operations, SSA/SST, or technical service environments.
• Technical education or experience in engineering, physics, astronomy, IT, or data analysis.
• Experience with KPI reporting, operational analytics, or process improvement initiatives.
• Familiarity with tools such as ClickUp, Jira, or similar platforms.
• Experience working in international, fast-paced environments.

Benefits

• Remote-first work model, with occasional in-person meetings at our headquarters in Bydgoszcz.
• Full-time employment under an employment contract or B2B agreement.
• Flexible working hours.
• Dedicated onboarding and mentorship.
• Opportunity to work with domain experts and international partners.
• Access to conferences and professional development opportunities.
• Company library.
• Competitive compensation based on your experience and skills.