Senior Customer Success Specialist - Strategic Accounts

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 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.