Support Account Manager (Customer Success & Commercial Growth)

Support Account Manager (Customer Success & Commercial Growth)

We are looking for a Support Account Manager who operates comfortably across customer success, support operations, and commercial growth. This role owns the full lifecycle of customer health, from adoption and support experience to renewals and expansion.

You will succeed in this role if you can connect support performance, product usage, and business outcomes to facilitate meaningful discussions about value, services, and revenue.

Why join us?

• Be part of a company that values professional growth and cutting-edge technology
• Attractive salary and bonus with various benefits such as private health insurance, cafeteria, and sports pass
• Hybrid working opportunity
• Contribute to a globally recognized product that’s transforming the equipment dealership industry
• Collaborate with a talented, supportive, and innovative team in international environment
• Get know the latest Microsoft technologies in the industry along with the chance to participate in relevant Microsoft exams and get certifications

As a Support Account Manager, you will…

• Own a portfolio of NAXT365 customers and leading high levels of customer satisfaction and account success
• Act as the bridge between support operations and customer success, ensuring alignment between service delivery and customer expectations
• Leverage support data (ticket volume, backlog, SLA adherence, recurring issues) to proactively identify risks and opportunities
• Lead regular operational and strategic account reviews grounded in data and outcomes
• Own the full renewal lifecycle, including forecasting, pricing discussions, and negotiation
• Identify early churn signals through both support interactions and customer engagement patterns
• Identify and execute opportunities for services expansion, additional modules, and value-added offerings
• Lead conversations around ROI, efficiency gains, and business impact tied to XAPT solutions & services
• Connect product usage and support insights to measurable business outcomes
• Work closely with Support, Product Management, Software Development, Delivery, and Sales to represent the voice of the customer
• Translate customer feedback into actionable insights that improve product usability, performance, and service delivery

What we expect from you

• 3+ years of experience in Account Management, Customer Success, or Support-led account ownership roles
• Strong background in B2B SaaS and/or ERP environments (preferred)
• Proven ability to:
• Manage renewals and retention
• Drive upsells and cross-sell opportunities
• Own or influence revenue targets
• Experience working closely with support operations and understanding:
• SLAs and service performance
• Ticket trends and backlog management
• Customer escalation dynamics
• Comfortable leading commercial conversations, including pricing, contracts, and value justification
• Strong analytical mindset with the ability to translate data into insights and actions