Senior Customer Success Lead - Retention & Growth

Nox Metals; Ferndale (MI); Hybrid; USD 65,000 - 95,000; Full time

Job summary

Nox Metals in Ferndale, MI seeks a Customer Success Manager to own the post-sale experience, ensuring orders, shipments, issues, and renewals are seamless. You will drive retention and expansion across accounts and track orders end-to-end, serving as the first point of contact for customers across all touchpoints.

Bring a data-driven mindset, build relationships with buyers and operations, and collaborate with sales, product, and operations to deliver value.

Qualifications

• 3 to 5+ years in customer success or post-sale roles.
• Proven ownership of retention and expansion with KPI results.
• Ability to build relationships with buyers, ops leaders, and engineering contacts.
• Fluent with AI tools, CRMs, and customer portals.

Responsibilities

• Own the customer experience end to end after the sale: orders, shipments, issues, renewals.
• Own retention and expansion across your accounts and hit KPIs.
• Track all active orders: status, dock dates, exceptions, expectations.
• Be the first call for customers when things are good, bad, urgent, or confusing.
• Support customer-facing tech across Gondor and NOX NEST, train users, drive 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, shipping to keep commitments.
• Bring customer's voice to product, engineering, and operations.
• Partner with Outside Sales and Inside Sales on account expansion.

Skills

Retention and expansion ownership

CRM proficiency

Relationship building

Data-driven / KPI focus

Account management

Tools

CRM systems

AI tools

Job description

Nox Metals in Ferndale, MI seeks a Customer Success Manager to own the post-sale experience, ensuring orders, shipments, issues, and renewals are seamless. You will drive retention and expansion across accounts and track orders end-to-end, serving as the first point of contact for customers across all touchpoints.

Bring a data-driven mindset, build relationships with buyers and operations, and collaborate with sales, product, and operations to deliver value.