Customer Success Specialist, Level 3

xometryeurope; Georgia; Remote; USD 90,000 - 130,000; Full time

Job summary

Xometry is seeking a Strategic Account & Case Management professional to own end-to-end resolutions for high-value customer cases. You will manage strategic accounts, investigate root causes across manufacturing, quality, logistics, and legal/finance, and negotiate resolutions within your authority.

Qualifications include 4+ years in customer success or related roles, strong negotiation skills, and excellent English communication. Remote work is supported, with a focus on US-based accounts.

Qualifications

• Bachelor's degree required; commercial, business or technical/engineering background is an advantage
• Experience in customer success or similar roles with large or complex accounts
• Strong negotiation and commercial judgment
• Excellent written and verbal English; additional European language a plus

Responsibilities

• Own end-to-end resolution of complex, high-value customer cases escalated from Level 2 or referred directly by Sales/Key Account Management
• Manage relationships with strategic and top-tier accounts as trusted contact for critical issues
• Investigate root cause across Manufacturing, Quality, Logistics, and Finance/Legal before proposing commercially sound resolutions
• Negotiate resolutions involving credits, contractual concessions, or commercial commitments within delegated authority
• Partner with Sales and Key Account Management on account health, renewal risk, and expansion opportunities
• Document complex case resolutions to support audits, governance, and knowledge sharing
• Mentor Level 2 Specialists on commercial judgment and complex case handling

Skills

Customer success

Relationship management

Negotiation

CRM platforms

Helpdesk systems

Cross-functional collaboration

Education

Bachelor's degree

Tools

CRM systems

Contract/order systems

Reporting tools

Job description

Xometry (NASDAQ: XMTR) powers the industries of today and tomorrow by connecting the people with big ideas to the manufacturers who can bring them to life. Xometry's digital marketplace gives manufacturers the critical resources they need to grow their business while also making it easy for buyers at Fortune 1000 companies to tap into global manufacturing capacity.

How You'll Contribute:

Strategic Account & Case Management:

• Own end-to-end resolution of complex, high-value, and multi-order customer cases escalated from Level 2 or referred directly by Sales/Key Account Management
• Manage relationships with strategic and top-tier accounts, acting as a trusted point of contact for critical issues
• Investigate root cause across Manufacturing, Quality, Logistics, and Finance/Legal before proposing commercially sound resolutions
• Negotiate resolutions involving credits, contractual concessions, or commercial commitments within delegated authority, and advance to the Team Leader when outside authority
• Manage a portfolio of complex, high-stakes cases while balancing commercial outcomes and customer satisfaction

Commercial & Cross-Functional Collaboration:

• Partner closely with Sales and Key Account Management on account health, renewal risk, and expansion opportunities tied to service issues
• Coordinate with Finance/Legal on contractual terms, credit exposure, and risk considerations for large accounts
• Represent Customer Success in cross-functional reviews of strategic accounts and major incidents

Quality & Continuous Improvement:

• Document complex case resolutions thoroughly to support audits, governance, and knowledge sharing
• Identify systemic risks or recurring issues affecting strategic accounts and propose process or policy improvements
• Mentor Level 2 Specialists on commercial judgment and complex case handling

What You'll Bring to Xometry:

• Experience: 4+ years in customer success, customer support, key account management, or a commercial role, including direct ownership of large or complex accounts
• Negotiation: Demonstrated experience negotiating commercial terms or high-value resolutions with customers or stakeholders
• Industry Background: Manufacturing, e-commerce, or B2B experience is a strong plus
• Commercial Acumen: Strong negotiation skills and comfort discussing pricing, contracts, and risk
• Communication: Excellent written and verbal communication in English, including with senior stakeholders; additional European language is a plus
• Judgment: Sound judgment managing ambiguous, high-stakes situations with multiple stakeholders
• Technical Fluency: Comfortable working with CRM/helpdesk platforms, contract/order systems, and reporting tools
• Interpersonal Skills: Composed and diplomatic under pressure, with strong relationship-management and cross-functional collaboration skills
• Education: Bachelor's degree required; commercial, business, or technical/engineering background is an advantage

#LI-Remote

#Promoted

Xometry is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Please read our privacy policy here.