Customer success leader

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.

Responsibilities

Leadership & Operational Management

• 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 key performance indicators (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.

Customer Success Strategy & Continuous Improvement

• Drive 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 impact 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 that improve efficiency, consistency, and the overall customer experience.
• Partner with Sales to support customer retention, renewals, and long-term account growth.

Technical Support & Escalation Management

• Serve as the primary North American escalation point for urgent, complex, or business-critical customer incidents.
• Oversee the 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 effectively documented, tracked, resolved, and communicated.
• Monitor customer system performance and operational readiness to proactively identify potential risks.
• Lead post-incident reviews and ensure lessons learned translate into process, product, or service improvements.

Customer Relationships & Enablement

• Build and maintain strong relationships with key customer stakeholders, including technical, operational, and executive contacts.
• 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.

Global Collaboration & Cross-Functional Partnership

• 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 clear 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.

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.
• 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.

Preferred Qualifications

• 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.