Customer Success Specialist, Level 3

xometryeurope; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

xometryeurope is seeking a Senior Customer Success Escalation Manager to own the most complex issues in our B2B manufacturing marketplace. You will serve as the trusted point of contact for strategic customers and drive fair resolutions that protect account health.

This role requires coordinating with manufacturing, quality, logistics, finance, and legal teams, negotiating credits or contract changes when needed, and mentoring colleagues on best practices for high-stakes situations.

Qualifications

• At least four years in customer success or a related commercial role.
• Demonstrated negotiation experience involving high-value customer resolutions.
• Strong commercial judgment and comfort discussing pricing, contracts, and risk in high-stakes situations.
• Excellent spoken and written English, including communication with senior stakeholders.

Responsibilities

• Lead complex, high-value, multi-order cases from escalation through resolution; serve as a trusted contact for strategic customers.
• Investigate issues across manufacturing, quality, logistics, and finance or legal before recommending a response.
• Negotiate credits, contract adjustments, or other commercial commitments within delegated authority; escalate decisions beyond that scope.
• Coordinate with sales and account management on customer health, renewal risks, and growth opportunities related to service issues.
• Work with finance and legal colleagues on contract terms, credit exposure, and risk; represent customer success in strategic account reviews and major incidents.
• Keep thorough case records, identify recurring problems, and help improve processes while mentoring colleagues handling escalations.

Skills

Negotiation

Commercial judgment

Relationship management

English proficiency

Education

Bachelor's degree

Tools

CRM tools

Helpdesk software

Contract/order systems

Reporting tools

Job description

Role overview

Handle the most complex customer issues and strategic relationships in a B2B manufacturing marketplace. You will take ownership of escalations with significant commercial, operational, or reputational impact, investigate causes across teams, and reach fair resolutions while supporting account health.

Responsibilities

• Lead complex, high-value, and multi-order cases from escalation through resolution, serving as a trusted contact for strategic customers.
• Investigate underlying issues across manufacturing, quality, logistics, and finance or legal functions before recommending a response.
• Negotiate credits, contract adjustments, or other commercial commitments within delegated authority; escalte decisions beyond that scope.
• Coordinate with sales and account management on customer health, renewal risks, and possible growth opportunities related to service issues.
• Work with finance and legal colleagues on contract terms, credit exposure, and risk; represent customer success in strategic account reviews and major incidents.
• Keep thorough case records, identify recurring problems, and help improve processes while mentoring colleagues handling escalations.

Requirements

• At least four years in customer success, support, key account management, or a commercial role, including direct ownership of large or complex accounts.
• Demonstrated negotiation experience involving commercial terms or high-value customer resolutions.
• Strong commercial judgment and comfort discussing pricing, contracts, and risk in ambiguous, high-stakes situations.
• Excellent spoken and written English, including communication with senior stakeholders; diplomacy and composure under pressure.
• Ability to manage relationships and collaborate across multiple teams and stakeholders.
• Bachelor’s degree and fluency with CRM or helpdesk tools, contract or order systems, and reporting tools.

Nice to have

• Background in manufacturing, e-commerce, or B2B work.
• An additional European language or a commercial, business, technical, or engineering degree background.