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.
Top Skills
What We Do
Avanceon is the leading provider of automation, control systems integration, proprietary energy management solutions and support services. It has a strong market footprint through its offices in Dubai - UAE (covering Middle East), Lahore - Pakistan (covering South Asia) and Exton, Pennsylvania - United States of America (covering North America). Avanceon is also among the select group of ‘certified members’ of Control System Integrators Association (‘CSIA’) and is also listed on the Control Engineering Magazine’s System Integrator Hall of Fame.Avanceon has been in the automation business for the last 24 years and has transformed into a 360 degree solution provider for automation, energy management, service and maintenance. Servicing clients over a span of two decades, Avanceon has completed several projects for major blue chip companies enabling it to earn strong credentials, move up the learning curve and develop a diverse client base. Going forward, it intends to capitalize on its core strengths to expand its footprint in the Middle East by setting up offices in Qatar, Kingdom of Saudi Arabia (KSA) and Oman.
