Customer Success Manager- Germany

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%)