Customer Success & Support Lead

About the Role

We are seeking a Customer Success & Support Lead with a solid engineering background and a strong commercial mindset. Beyond managing the post-sales lifecycle, this role demands someone who can confidently navigate senior stakeholders, influence decision-making, and actively drive revenue expansion through upsells and cross-sells.

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

Key Responsibilities

Customer Success Leadership

• Own the complete customer lifecycle from onboarding to value realization, renewal, and long-term retention.
• Develop success plans aligned to measurable business outcomes and customer KPIs.
• Monitor product adoption, realize value, drive engagement, and intervene proactively to mitigate risks.
• Conduct structured business reviews, health assessments, and strategic feedback sessions.
• Build strong executive-level relationships across customer accounts.
• Drive commercial expansion by understanding customer priorities and aligning them with product capabilities.
• Strengthen account relationships to secure renewals and minimize churn.
• 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 timely resolution of issues with clear, transparent communication.
• Strengthen support workflows, escalation protocols, and SLAs.
• Maintain and continuously improve internal knowledge repositories.
• Work closely with engineering/product teams to resolve technical issues with precision.

Sales, Stakeholder Management & Business Enablement

• Strong sales acumen with the capability to navigate senior stakeholders and steer commercial conversations toward upsell outcomes.
• Work closely with Sales to shape renewal strategies, negotiate terms, and support commercial proposals.
• Provide deep customer insights that guide sales positioning and product strategy.
• Support opportunity scoping, technical clarifications, and solution tailoring during expansion discussions.

Required Skills & Experience

• Bachelor's degree in Engineering (Electrical, Electronics, Mechatronics, Industrial, Software, or related fields).
• 3 to 5 years of experience in customer success, sales, customer support, account management, or technical client-facing roles.
• Strong technical acumen with ability to interpret solution architectures and operational workflows.
• Advanced Excel skills; working experience with Jira, HubSpot; and ability to leverage automation tools for reporting and customer management.
• Proven record of driving commercial conversations, influencing stakeholders, and closing upsell/cross-sell opportunities.
• Exceptional stakeholder management skills, capable of engaging both operational teams and senior executives with confidence.
• Excellent communication, negotiation, conflict resolution, and analytical problem-solving skills.