Customer Success Manager

The role

The Customer Success Manager owns the customer experience end to end after the sale. You will manage orders, shipments, issues, and renewals while driving retention and expansion.

What you will do

• Own the customer experience end to end after the sale: orders, shipments, issues, renewals
• Own retention and expansion across accounts and carry real numbers
• Track every active order across every account
• Be the customer's first call for all inquiries
• Own customer-facing tech support across Gondor and NOX NEST, training users and driving adoption
• Surface issues before customers feel them
• Run customer business reviews
• Coordinate across operations, supply chain, quality, and shipping
• Bring the customer's voice back to product, engineering, and operations
• Partner with Outside Sales and Inside Sales on account expansion

Required qualifications

• 3 to 5+ years in customer success, account management, or post-sale roles
• Proven owner of retention and expansion with a track record of hitting KPIs
• Skilled at building relationships across buyers, ops leaders, and engineering contacts
• Fluent with AI tools, CRMs, and customer portals
• Sharp with numbers, detail oriented, and organized

Nice to have

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

Benefits

• Equity in Nox Metals
• Company-paid medical, dental, and vision insurance

About the company

Nox Metals is a technology company in Ferndale, Michigan supplying aluminum plate, bar, and rounds to aerospace and defense manufacturers.