Customer Success & Support Manager

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.

• 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.

• 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.

• 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.

• Bachelors degree in Engineering (Electrical Electronics Mechatronics Industrial Software or a related field).
• 510 years of experience in Customer Success Sales Customer Support Account Management or other technical client-facing roles including 23 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.