Customer Success Manager

Nox Metals; Detroit (MI); Presencial; USD 70.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Equity in Nox Metals

Descripción de la vacante

Nox Metals, a Detroit-based technology company supplying aluminum products, seeks a Customer Success Manager to own the post-sale experience for every order, issue, renewal, and expansion. You will be the primary contact for customers, ensuring smooth shipments and issue resolution while driving adoption of Gondor and NOX NEST platforms.

You will coordinate with operations, supply chain, quality, and shipping to meet commitments, surface issues early, and lead business reviews.

Formación

• 3 to 5+ years in customer success, account management, or post-sale roles.
• Proven owner of retention and expansion with a track record of hitting KPIs.
• Skilled at building relationships across buyers, ops leaders, and engineering contacts.
• Fluent with AI tools, CRMs, and customer portals.
• Sharp with numbers, detail-oriented, and able to run dozens of accounts without dropping one.

Responsabilidades

• Own the customer experience end to end after the sale: orders, shipments, issues, renewals
• Own retention and expansion across accounts and carry real numbers you’re expected to hit
• Track every active order across every account: status, dock dates, exceptions, customer expectations
• Be the customer’s first call when something is good, bad, urgent, or confusing
• Own customer-facing tech support across Gondor and NOX NEST, training users and driving adoption
• Surface issues before customers feel them (late mill loads, failed inspections, dock conflicts)
• Run customer business reviews: performance, upsell, feedback, relationship-building
• Coordinate across operations, supply chain, quality, and shipping to keep every commitment
• Bring the customer’s voice back to product, engineering, and operations
• Partner with Outside Sales and Inside Sales on account expansion

Conocimientos

Account management

Relationship building

CRM tools

KPIs

AI tools

Detail-oriented

Herramientas

Gondor

NOX NEST

Descripción del empleo

Customer Success | Nox Metals | Detroit, MI

Nox Metals is a Detroit-based technology company supplying aluminum plate, bar, and rounds to aerospace and defense manufacturers, using software and automation to move metal faster than the industry thought possible.

We need a Customer Success Manager to own the entire experience after the sale: every order tracked, every issue closed, every customer kept, every account grown. The experience after the PO is what turns a one-time buyer into a partner for life.

You will:

• Own the customer experience end to end after the sale: orders, shipments, issues, renewals
• Own retention and expansion across your accounts and carry real numbers you’re expected to hit
• Track every active order across every account: status, dock dates, exceptions, customer expectations
• Be the customer’s first call when something is good, bad, urgent, or confusing
• Own customer-facing tech support across Gondor and NOX NEST, training users and driving adoption
• Surface issues before customers feel them (late mill loads, failed inspections, dock conflicts)
• Run customer business reviews: performance, upsell, feedback, relationship-building
• Coordinate across operations, supply chain, quality, and shipping to keep every commitment
• Bring the customer’s voice back to product, engineering, and operations
• Partner with Outside Sales and Inside Sales on account expansion

You should be:

• 3 to 5+ years in customer success, account management, or post-sale roles, ideally in metals, manufacturing, logistics, or B2B SaaS
• A proven owner of retention and expansion with a track record of hitting KPIs
• Skilled at building relationships across buyers, ops leaders, and engineering contacts
• Fluent with AI tools, CRMs, and customer portals
• Sharp with numbers, detail-oriented, and organized enough to run dozens of accounts without dropping one
• Customer-obsessed, precise under pressure, and low-ego enough to do the unglamorous work

Nice to have:

• metals, machine shop, aerospace, or defense account experience, CRM/customer portal experience, forklift or crane certification.

Benefits:

• Equity in Nox Metals

This role is full time, in person in Detroit.

Nox Metals is an equal opportunity employer. We hire based on skill, attitude, and fit for the work, and we do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, height, weight, marital status, or any other protected status under federal, state, or local law.