Customer Success Manager

Nox Metals; Ferndale (MI); Hybrid; USD 65,000 - 95,000; Full time

Job summary

Nox Metals in Ferndale, MI seeks a Customer Success Manager to own the post-sale experience, ensuring orders, shipments, issues, and renewals are seamless. You will drive retention and expansion across accounts and track orders end-to-end, serving as the first point of contact for customers across all touchpoints.

Bring a data-driven mindset, build relationships with buyers and operations, and collaborate with sales, product, and operations to deliver value.

Qualifications

• 3 to 5+ years in customer success or post-sale roles.
• Proven ownership of retention and expansion with KPI results.
• Ability to build relationships with buyers, ops leaders, and engineering contacts.
• Fluent with AI tools, CRMs, and customer portals.

Responsibilities

• Own the customer experience end to end after the sale: orders, shipments, issues, renewals.
• Own retention and expansion across your accounts and hit KPIs.
• Track all active orders: status, dock dates, exceptions, expectations.
• Be the first call for customers when things are good, bad, urgent, or confusing.
• Support customer-facing tech across Gondor and NOX NEST, train users, drive 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, shipping to keep commitments.
• Bring customer's voice to product, engineering, and operations.
• Partner with Outside Sales and Inside Sales on account expansion.

Skills

Retention and expansion ownership

CRM proficiency

Relationship building

Data-driven / KPI focus

Account management

Tools

CRM systems

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.