Director/Lead Customer Success & Training

Role

As Director/Lead Customer Success & Training, you own YouTrain’s post-sale customer operating model and lead the deployment, training, and support organization. You turn purchased YouTrain solutions into operational training capabilities that customers—including armed forces, government organizations, and industrial partners—can use independently, pitch-perfectly, and at scale. Our promise is sustained operational adoption and measurable training capability, not just successful hardware and software delivery—and making that promise deliverable across customer sites and deployments is the core of this role.

What You’ll Do

• Build and lead the post-sale organization: Hire, develop, and structure Customer Success, Support & Service, and Training teams as the customer volume scales.
• Own strategic customer relationships: Lead successful onboarding, adoption, customer health, retention, and long-term success after commercial handover.
• Drive customer deployments: Own end-to-end rollout and site readiness across hardware, software, and infrastructure for military and government customers.
• Build scalable training & support: Establish standardized onboarding, Train-the-Trainer and instructor enablement programs, as well as support workflows, SLAs, ticketing, and hardware repair processes.
• Lead escalations & cross-functional resolution: Own major customer issues and coordinate resolution with teams like Product and Engineering.
• Turn customer insights into product impact: Build the customer-to-Product feedback loop and translate operational user needs into structured product requirements.
• Track customer health & growth: Build dashboards, run regular customer reviews, monitor key metrics, and identify expansion opportunities with Business Development.

About You

• 6+ years of experience in Customer Success, Account Management, or Professional Services within complex B2B/B2G technical or hardware-enabled software environments, including experience building or scaling CS, Support, or Training functions.
• Proven strategic customer ownership: Hands-on experience managing customers through post-sale onboarding, complex deployments, and long-term operational adoption.
• Strong operational & technical expertise: Experience building support and service processes, with the technical fluency to troubleshoot and diagnose issues before involving Engineering.
• Training & enablement experience: Hands-on experience designing and delivering technical training, implementation programs, or Train-the-Trainer concepts, ideally in on-site environments.
• Builder mentality & ownership: Pragmatic, hands-on, and comfortable creating structure from scratch, working independently, and staying calm under pressure and ambiguity.
• Excellent communication skills in German and English, with the ability to engage credibly with military instructors, operators, procurement teams, and software engineers.
• Willingness to travel approximately 30–50% to customer sites, military bases, and training grounds. Eligibility for security clearance required due to the customer environment.

Nice-to-haves

• Experience in defence, GovTech, public sector, police, or emergency responder training environments; military or security background is a strong plus.
• Experience with XR/VR/AR hardware, simulation systems, or hardware-enabled SaaS products.
• Experience building academy programs, certification frameworks, or working with Learning Management Systems (LMS).
• Hands-on familiarity with tools such as HubSpot, Jira, Zendesk, or Salesforce.

What We Offer

• Meaningful mission: your work improves the operational readiness of those who protect us.
• Modern office in central Hamburg with a hybrid work model (office & home office) and a Deutschlandticket.
• International team with colleagues across Germany, Ukraine, and other locations.
• Startup environment with real ownership, flat hierarchies, and fast decisions.
• Competitive compensation aligned with experience and responsibility.
• Top equipment including the latest XR hardware.
• Individual learning and growth opportunities beyond your role.