Customer Success & Support Lead

About The Role

We are looking for a driven Customer Success & Support Lead with a strong technical foundation and a proven track record in managing customer journeys end-to-end. This role is ideal for an engineer who has transitioned into customer-facing responsibilities and understands the dynamics of customer retention, satisfaction, and account expansion. You will be responsible for leading customer success operations, orchestrating support activities, and ensuring high-quality customer experiences that contribute directly to business growth. If you are passionate about solving problems, building relationships, and growing accounts—this role is for you.

Key Responsibilities

• Customer Success Leadership ∙Own the complete post-sales customer lifecycle, from onboarding to ongoing engagement and retention. ∙Develop and execute success plans aligned with customer objectives and KPIs. ∙Monitor product adoption, user engagement, and overall account health. ∙Drive proactive interactions to mitigate risks, uncover needs, and strengthen customer relationships.
• Customer Support & Operational Excellence ∙Lead frontline support operations and ensure timely resolution of customer queries and issues. ∙Build and refine support workflows, escalation paths, and SLAs. ∙Maintain a knowledge base and troubleshoot recurring patterns for continuous improvement. ∙Coordinate with engineering and product teams for technical issue resolution.
• Customer Satisfaction & Growth ∙Conduct periodic health checks, QBRs, and feedback sessions to measure satisfaction and identify improvement areas. ∙Strategically identify upsell, cross-sell, and value-expansion opportunities. ∙Strengthen long-term relationships that drive renewals and minimize churn.
• Sales & Business Development Enablement ∙Collaborate with sales teams during handovers, renewals, and expansion discussions. ∙Support proposal generation, technical clarifications, and customer-tailored solutioning. ∙Provide customer insights that shape sales strategies and product roadmaps.
  
  

Required Skills & Experience

• Bachelor’s degree in Engineering (Electrical, Electronics, Mechatronics, Industrial, Software, or related fields).
• 3–5 years of experience in customer success, customer support, account management, or technical client-facing roles.
• Strong technical acumen with the ability to understand solution architectures and operational workflows.
  
  

Hands On Experience With Tools

• Excel (advanced), Jira, HubSpot, and proficiency in leveraging AI technologies for automation, reporting, and customer communication.
• Demonstrated experience in handling customers, conflict resolution, upselling, and account growth.
• Excellent communication, stakeholder management, problem-solving, and analytical skills.