Customer Success Manager

Responsibilities

• Own the customer experience end to end after the sale: orders, shipments, issues, renewals
• Own retention and expansion across your accounts and carry real numbers you're expected to hit
• Track every active order across every account: status, dock dates, exceptions, customer expectations
• Be the customer's first call when something is good, bad, urgent, or confusing
• Own customer-facing tech support across Gondor and NOX NEST, training users and driving adoption
• Surface issues before customers feel them, like late mill loads, failed inspections, and dock conflicts
• Run customer business reviews: performance, upsell, feedback, relationship-building
• Coordinate across operations, supply chain, quality, and shipping to keep every commitment
• Bring the customer's voice back to product, engineering, and operations
• Partner with Outside Sales and Inside Sales on account expansion

Requirements

• A proven owner of retention and expansion with a track record of hitting KPIs
• Skilled at building relationships across buyers, ops leaders, and engineering contacts
• Sharp with numbers, detail oriented, and organized enough to run dozens of accounts without dropping one

Preferred

• Metals, machine shop, aerospace, or defense account experience
• CRM or customer portal experience
• Forklift or crane certification

You are

3 to 5+ years in customer success, account management, or post-sale roles, ideally in metals, manufacturing, logistics, or B2B SaaS

Fluent with AI tools, CRMs, and customer portals

Customer obsessed, precise under pressure, and low ego enough to do the unglamorous work

Benefits

Equity in Nox Metals

Company-paid medical, dental, and vision insurance

This role is full time, in person in Detroit.

Nox Metals is an equal opportunity employer. We hire based on skill, attitude, and fit for the work, and we do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, height, weight, marital status, or any other protected status under federal, state, or local law.