Customer Success Manager

Detroit Venture Partners, LLC.; Detroit (MI); On-site; USD 70,000 - 100,000; Full time

Job summary

Nox Metals is a Detroit-based technology company supplying aluminum to aerospace and defense manufacturers. We seek a Customer Success Manager to own the post-sale experience in Ferndale, managing orders, shipments, issues, renewals, and ongoing relationships.

Collaborate with operations, supply chain, quality, and shipping to keep commitments. Drive adoption of Gondor and NOX NEST, lead business reviews, and partner with sales to expand accounts.

Qualifications

• 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.

Responsibilities

• Own the customer experience end to end after the sale: orders, shipments, issues, renewals
• Own retention and expansion across accounts and hit KPIs
• Track active orders across accounts: status, dock dates, exceptions
• Be the customer's first call for 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, relationships
• Coordinate across operations, supply chain, quality, and shipping to keep commitments
• Bring the customer's voice back to product, engineering, and operations
• Partner with Outside Sales and Inside Sales on account expansion

Skills

Customer success

Account management

Relationship building

KPIs & data-driven

Cross-functional collaboration

Tools

CRM software

AI tools

Job description

Customer Success | Nox Metals | Ferndale, 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.

This role is full time, in person in Ferndale.