Customer Success & Support Manager

About the Role:

We are seeking a Customer Success & Support Manager with a solid engineering background and a strong commercial mindset. Beyond managing the post-sales lifecycle, this role requires someone who can confidently engage senior stakeholders, influence decision-making, and actively drive revenue growth through upselling and cross-selling.

If you excel at building credibility, creating commercial value, and converting customer needs into growth opportunities, you will thrive in this role.

Key Responsibilities:

Customer Success Leadership

• Own the complete customer lifecycle, from onboarding to value realization, renewals, and long-term retention.
• Monitor product adoption, ensure customers realize value, drive engagement, and proactively intervene to mitigate risks.
• Develop growth and sales plans aligned with measurable business outcomes and execute them within existing accounts.
• Conduct structured business reviews, health assessments, and strategic feedback sessions.
• Build strong executive-level relationships across customer accounts to secure renewals and minimize churn.
• Drive commercial expansion by understanding customer priorities and aligning them with product capabilities.
• Act as the internal "customer advocate" to ensure performance, service quality, and value delivery remain aligned with commercial objectives.

Customer Support & Operational Excellence

• Lead front-line support operations, ensuring the timely resolution of issues through clear and transparent communication.
• Strengthen support workflows, escalation protocols, and service level agreements (SLAs).
• Maintain and continuously improve internal knowledge repositories.
• Work closely with engineering and product teams to resolve technical issues efficiently and accurately.

Sales, Stakeholder Management & Business Enablement

• Demonstrate strong sales acumen with the ability to engage senior stakeholders and steer commercial conversations toward upselling opportunities.
• Work closely with the Sales team to develop renewal strategies, negotiate commercial terms, and support proposal development.
• Provide deep customer insights to inform sales positioning and product strategy.
• Support opportunity scoping, technical clarifications, and solution customization during expansion discussions.

Required Skills & Experience:

• Bachelor's degree in Engineering (Electrical, Electronics, Mechatronics, Industrial, Software, or a related field).
• 5–10 years of experience in Customer Success, Sales, Customer Support, Account Management, or other technical client-facing roles, including 2–3 years of technical experience in the manufacturing industry.
• Strong technical acumen with the ability to interpret solution architectures and operational workflows.
• Advanced proficiency in Microsoft Excel, hands-on experience with Jira and HubSpot, and the ability to leverage automation tools for reporting and customer management.
• Proven track record of driving commercial conversations, influencing stakeholders, and closing upselling and cross-selling opportunities.
• Exceptional stakeholder management skills, with the ability to engage operational teams and senior executives confidently.
• Excellent communication, negotiation, conflict resolution, and analytical problem-solving skills.