Technical Customer Success Team Leader

Technical Customer Success Team Leader

Sybilla Technologies

Remote

About Sybilla Technologies

At Sybilla Technologies, we develop advanced Space Domain Awareness (SDA) and Space Situational Awareness (SSA) solutions that help governments, defense organizations, commercial operators and research institutions better understand, monitor and protect the space environment. 

Our technologies support mission-critical operations where reliability, precision, and operational excellence are essential. We combine advanced optical observation systems, data analytics, and automation to deliver solutions that contribute to the safety, security, and sustainability of space activities. 

Joining Sybilla Technologies means becoming part of a growing deep-tech company where engineering excellence, customer partnership and continuous innovation go hand in hand. 

About the role

As our customer portfolio continues to grow, we are looking for a Technical Customer Success Team Leader who will become the technical face of our Customer Success organisation. 

Unlike traditional Customer Success roles, this position requires a strong technical background and the ability to confidently discuss complex operational topics with engineers, scientists, government organizations, defense customers and executive stakeholders. 

You will lead the Customer Success team while ensuring successful delivery of contracted services, coordinating cross-functional activities, and acting as a trusted technical advisor throughout the customer lifecycle. 

What you'll do

• Lead, mentor and develop the Customer Success team;
• Act as the primary technical interface for strategic customers;
• Build trusted, long-term relationships with government, defence, commercial and institutional customers;  
• Ensure successful delivery of contracted services throughout the entire customer lifecycle;
• Own customer escalations from initial report through to resolution;
• Coordinate activities across Customer Success, Data Delivery, Sensor Network Operations, Data Analytics & R&D, Commercial and external partners;  
• Ensure contractual commitments and Service Level Agreements (SLAs) are consistently achieved;
• Lead customer onboarding and operational readiness activities;
• Translate customer operational requirements into technical and service delivery requirements;  
• Explain complex technical concepts to both technical and non-technical audiences;
• Participate in technical reviews, operational meetings and service acceptance activities;
• Review customer-facing technical reports and operational documentation before delivery;  
• Analyse customer feedback, operational trends and recurring issues to identify opportunities for continuous improvement;  
• Drive improvements in Customer Success processes, communication standards and service quality;
• Support proposal preparation, customer workshops and technical solution definition when required;
• Identify opportunities to expand existing customer services and strengthen long-term partnerships; 
• Define, monitor and report Customer Success KPIs;
• Represent Sybilla Technologies during customer meetings, technical workshops, conferences and operational reviews;  
• Act as the voice of the customer while balancing customer expectations with technical and operational realities. 

What we're looking for

Required

• Master's degree in Aerospace Engineering, Astrophysics, Astronomy, Physics or another closely related STEM discipline;  
• Strong technical background in Space Situational Awareness (SSA), Space Surveillance and Tracking (SST), optical systems, telescope operations, astrodynamics, satellite operations or comparable technical domains;
• Experience working with complex technical systems in operational or mission-critical environments;  
• Deep understanding of technical service delivery and operational problem solving;
• Ability to analyse technical issues, identify root causes and coordinate effective solutions;  
• Confidence discussing highly technical topics with engineers, scientists, government organisations, defence customers and senior stakeholders;  
• Excellent communication and presentation skills;
• Ability to translate complex technical concepts into customer-focused language;  
• Experience coordinating multidisciplinary technical teams;
• Strong ownership, accountability and decision-making under pressure;  
• Professional written and spoken English.  

Nice to have

• PhD in Aerospace Engineering, Astrophysics, Astronomy, Physics or another relevant STEM discipline;  
• Experience in Customer Success, Technical Account Management or Service Delivery;
• Experience working with ESA, the European Commission, NATO, defence organisations or institutional customers;  
• Experience with optical observation systems, robotic observatories or global sensor networks;
• Knowledge of space surveillance data products;
• Experience supporting proposals, tenders or technical sales activities;  
• Leadership or people management experience;
• German language skills;
• Experience working in international and remote environments. 

What we offer

• 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. 

Anticipated compensation 

• The compensation package will reflect your professional experience, qualifications and the anticipated seniority of the role;
• European Union: EUR 5,000 – 6,000 gross per month (employment contract) or EUR 32 – 40 net per hour (B2B), with the employment model determined on a case-by-case basis depending on local regulations and feasibility;
• Poland: 16,000 – 20,000 PLN gross per month (employment contract) or 124 – 155 PLN net per hour (B2B);  
• Please note that the final compensation package will depend on your professional experience, qualifications and overall fit for the role, and may be adjusted based on local market conditions and cost-of-living factors in each country.  

Additional benefits

• Flexible working hours;
• Medical and sports package (where applicable);
• Conference and professional development opportunities;
• Opportunity to work on strategically important projects supporting the safety, security and sustainability of space operations.

If you are passionate about building strong customer relationships, leading high-performing teams, and delivering exceptional service in a dynamic, high-tech environment, we'd love to hear from you.

As part of your participation in the recruitment process, we will process your personal data. The controller of your personal data is Sybilla Technologies sp. z o.o., with its registered office in Bydgoszcz. 

The legal basis for processing personal data specified in the Polish Labour Code is the necessity to process such data in order to conclude a contract between the parties (Article 6(1)(b) of the GDPR). The legal basis for processing other data included in your application documents is your consent (Article 6(1)(a) of the GDPR). By providing us with personal data not specified in the Labour Code in your CV or other recruitment documents, you consent to their processing.

You can contact the data controller by sending an email to: info@sybillatechnologies.com or by post to: ul. Toruńska 59, 85-023 Bydgoszcz, Poland. 

If you would like to participate in future recruitment processes as well, please include the following clause in your CV: “I consent to the processing of my personal data by Sybilla Technologies sp. z o.o. also for the purposes of future recruitment processes.”