Senior Customer Success Strategist — High-Value Escalations

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

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.