Customer Success Leader

Sentrycs | Integrated Counter-Drone Solutions

. Lead and manage day-to-day Customer Success and Technical Support operations across North America .

Posted 11/9/2026full-timeHuntsville • Alabama • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading Customer Success and Technical Support operations, focusing on proactive customer engagement, operational process improvement, and effective communication with diverse stakeholders. Proven ability to manage complex technical issues and drive customer satisfaction through strategic initiatives and team development.

Highest-signal resume keywords

Customer Success ManagementTechnical Support LeadershipOperational Process ImprovementCustomer Relationship ManagementCross-Functional Team Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

KPI MonitoringTechnical Issue ResolutionCustomer Engagement StrategiesOnboarding and Training DevelopmentIncident Management ProceduresRoot Cause AnalysisProcess ImprovementTechnical DocumentationEscalation ProtocolsAnalytical Problem-Solving

Soft Skills

People LeadershipCoachingStrategic ThinkingCommunicationOrganizational Skills

Industry Keywords

Customer SuccessTechnical SupportTechnical Account ManagementRF TechnologiesTelecommunicationsCybersecurityDefense SystemsPublic SafetyEnterprise SolutionsGlobal Collaboration

Tech Stack

Tools & technologies

Cyber Security

About the role

Key responsibilities & impact

Lead and manage day-to-day Customer Success and Technical Support operations across North America
Establish the North American customer success and support operating model, including responsibilities, workflows, service standards, and escalation procedures
Define and monitor KPIs such as customer satisfaction, response and resolution times, recurring issues, and customer adoption
Assess team capabilities, identify resource needs, and support team development and growth
Drive the transition from reactive issue resolution to a proactive, relationship-driven customer success model
Develop customer engagement practices including onboarding, training, regular check-ins, and ongoing operational support
Analyze customer issues and support trends to identify root causes and implement sustainable improvements
Partner with Sales on customer retention, renewals, and long-term account growth
Serve as the primary North American escalation point for urgent, complex, or business-critical incidents
Oversee technical issue resolution across local and global teams
Establish escalation protocols, communication standards, and incident management procedures
Ensure customer issues are documented, tracked, resolved, and communicated
Monitor customer system performance and operational readiness to identify risks proactively
Lead post-incident reviews and translate lessons learned into process, product, or service improvements
Build relationships with key technical, operational, and executive customer stakeholders
Ensure successful onboarding, deployment transitions, product adoption, and operational readiness
Develop customer-facing training materials, technical documentation, FAQs, troubleshooting guides, and support resources
Establish a knowledge base and self-service resources
Support customer training, on-site engagements, and technical discussions as needed
Liaise with Israel-based Customer Success, Technical Support, Product, and R&D teams
Coordinate knowledge sharing, technical escalations, and issue resolution across regions and time zones
Translate customer feedback into product enhancement and service improvement recommendations
Collaborate with Sales, Solution Engineering, system integrators, strategic partners, and other internal stakeholders

Requirements

What you’ll need

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
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

Benefits

Comp & perks

Full-time employment
Remote work considered based on experience and qualifications
Opportunity to lead and build North American Customer Success and Technical Support operations
Customer engagements, training, and team activities
Global collaboration with teams in Israel