Manufacturing Customer Success Manager

The role

You will be the main point of contact for customers on manufacturing orders. You will track order progress, prioritize work, and escalate or reassign orders when needed to keep deliveries on time.

What you will do

• Serve as primary liaison for customers throughout the order life cycle
• Orchestrate the order process and prioritize work in communication queues
• Perform regular portfolio reviews to document progress and identify delays
• Coordinate with Partner Success Managers to reduce risks to customer satisfaction
• Identify technical blockers and process issues that could stall fulfillment
• Manage and resolve customer escalations, including reassigning orders to other manufacturing partners
• Work with Operations and Product teams to keep orders on track during peak periods
• Negotiate order adjustments, credits, or resolutions for quality issues or delivery misses
• Keep accurate documentation in central databases that follows quality and safety procedures
• Find opportunities for process automation and support peers

Required qualifications

• Bachelor's degree in Supply Chain, Engineering, Business Administration, or a related technical field (or equivalent experience)
• At least 4 years of experience in customer success, account management, and/or customer service
• Proven record of meeting schedule commitments and managing expectations of a customer group
• Knowledge of manufacturing processes, timelines, and documentation
• Strong analytical skills
• Self-starter who can drive project completion independently
• Excellent organizational skills and ability to multitask
• Superior verbal and written communication skills
• Excellent attention to detail and collaboration skills
• Proficiency in ERP tools and communication software
• Experience with quality management systems (e.g., ISO 9001)
• Ability to thrive in a fast-paced, high-growth environment

Nice to have

• Experience working with Xometry's digital marketplace or similar platforms
• Proficiency in data analysis tools (e.g., Google Sheets)
• Experience working in a manufacturing environment

Benefits

• Competitive salary and a comprehensive benefits package
• Health and life insurance
• Generous paid time off, including vacation, sick leave, and floating and fixed holidays
• Employee Assistance Program (EAP) and other wellbeing resources
• Team spirit and a friendly, trusting atmosphere
• Development opportunities in a fast-growing company
• Ongoing free well-being activities and charity projects
• Flexible processes and planning
• Structured onboarding plan

Before you apply

• Xometry is an equal opportunity employer

About the company

Xometry (NASDAQ: XMTR) runs a digital marketplace that connects buyers at Fortune 1000 companies and people with big ideas to global manufacturing capacity. It gives manufacturers resources to grow their business.