Customer Success Manager

Nox Metals; Detroit (MI); On-site; USD 70,000 - 90,000; Full time

Job summary

Nox Metals, a Detroit-based technology supplier of aluminum products, seeks a Customer Success Manager to own the post-sale journey in Ferndale, MI. You will manage orders, shipments, issues, renewals, and drive account growth while coordinating with operations and sales teams.

You’ll be the trusted voice for customers, tracking performance, training users on Gondor and NOX NEST, and surfacing opportunities to improve the product and service experience.

Qualifications

• 3–5+ years in customer success, account management, or post-sale roles.
• Track record of retention and expansion with KPI ownership.
• Relationship-building with buyers, operations leaders, and engineering contacts.
• Fluent with AI tools, CRMs, and customer portals.
• Detail-oriented, numbers-driven, able to manage dozens of accounts.

Responsibilities

• Own the customer experience end-to-end after the sale: orders, shipments, issues, renewals.
• Own retention and expansion across accounts with targets.
• Track active orders across accounts: status, dates, exceptions.
• Be the first point of contact for customers when things are good, bad, urgent, or confusing.
• Own customer-facing tech support across Gondor and NOX NEST, training users and driving adoption.
• Surface issues before customers notice 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 meet commitments.
• Bring customer feedback to product, engineering, and operations.
• Partner with Outside and Inside Sales on account expansion.

Skills

Customer success

Account management

KPIs

CRM software

AI tools

Customer portals

Tools

CRM software

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.