Customer Success Manager — Retention & Growth

Nox Metals; Detroit (MI); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Equity in Nox Metals

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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

Skills

Account management

Relationship building

CRM tools

KPIs

AI tools

Detail-oriented

Tools

Gondor

NOX NEST

Job description

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.