Customer Success Specialist, III

xometryeurope; United States; Remote; USD 90,000 - 140,000; Full time

Job summary

xometryeurope is seeking an experienced Customer Success Manager to own resolution of high-stakes issues with large accounts, complex orders, and significant risk. You will coordinate investigations across internal teams, negotiate favorable outcomes, and protect relationships while identifying recurring problems.

You will manage escalations from investigation through resolution, act as trusted contact for strategic accounts, negotiate credits or concessions, and collaborate with sales on

Qualifications

• Four+ years in customer success, customer support, key account management, or a commercial role with ownership of large or complex accounts.
• Strong negotiation experience involving commercial terms or high-value resolutions.
• Excellent written and spoken English, including communication with senior stakeholders.

Responsibilities

• Manage escalated cases from investigation through resolution, including multi-order and high-value situations.
• Serve as a trusted contact for strategic accounts facing critical issues.
• Identify root causes across manufacturing, quality, logistics, finance, and legal teams before proposing a response.
• Negotiate credits, contractual concessions, or other commitments within delegated authority; escalate beyond that authority as needed.
• Collaborate with sales and account management on account health, renewal risks, and expansion opportunities related to service issues.
• Document complex cases for audit and knowledge sharing, identify recurring risks, and suggest process or policy improvements.
• Coach other specialists in commercial judgment and complex case handling.

Education

Bachelor’s degree

Tools

CRM platforms

Helpdesk systems

Contract systems

Order systems

Reporting tools

Job description

Role overview

Own the resolution of high-stakes customer issues involving large accounts, complex orders, or significant commercial and operational risk. You’ll coordinate investigations across internal teams, negotiate fair outcomes within your authority, and help protect customer relationships while identifying recurring problems that need broader fixes.

Responsibilities

• Manage escalated cases from investigation through resolution, including multi-order and high-value situations.
• Serve as a trusted contact for strategic accounts facing critical issues.
• Find root causes across manufacturing, quality, logistics, finance, and legal teams before proposing a response.
• Negotiate credits, contractual concessions, or other commitments within delegated authority; escape decisions beyond that authority.
• Work with sales and account management on account health, renewal risks, and expansion opportunities connected to service issues.
• Document complex cases for audit and knowledge sharing, identify recurring risks, and suggest process or policy improvements.
• Coach other specialists in commercial judgment and complex case handling.

Requirements

• At least four years in customer success, customer support, key account management, or a commercial role, including ownership of large or complex accounts.
• Demonstrated negotiation experience involving commercial terms or high-value resolutions.
• Strong commercial judgment and comfort discussing pricing, contracts, and risk.
• Excellent written and spoken English, including communication with senior stakeholders.
• Ability to manage ambiguous, high-pressure situations with diplomacy and sound judgment.
• Familiarity with CRM or helpdesk platforms, contract and order systems, and reporting tools.
• Bachelor’s degree; a business, commercial, technical, or engineering background is an advantage.

Nice to have

• Experience in manufacturing, e-commerce, or B2B environments; an additional European language.