Customer Success Manager: Growth & Retention Lead

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

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.