Customer Success & Support Manager

Responsibilities

• Own the complete customer lifecycle, including onboarding, value realization, renewals, and long-term retention.
• Monitor product adoption and proactively intervene to mitigate churn risks.
• Develop and execute growth plans to drive revenue through upselling and cross-selling within existing accounts.
• Conduct structured business reviews, health assessments, and strategic feedback sessions with clients.
• Build and maintain strong executive-level relationships to secure renewals and minimize churn.
• Lead front-line support operations, ensuring timely issue resolution and adherence to SLAs.
• Strengthen support workflows, escalation protocols, and internal knowledge repositories.
• Collaborate with engineering and product teams to resolve technical issues efficiently.
• Partner with the Sales team to develop renewal strategies and support proposal development.

Requirements

• 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, or Account Management.
• 2–3 years of technical experience specifically within the manufacturing industry.
• Strong technical acumen with the ability to interpret solution architectures and operational workflows.
• Proficiency in Microsoft Excel, Jira, and HubSpot.
• Proven track record of driving commercial conversations and influencing senior stakeholders.
• Exceptional communication, negotiation, and analytical problem-solving skills.

About the Company

Avanceon is a leading provider of industrial automation and digital transformation solutions, helping businesses optimize their operations through advanced technology and engineering excellence.