Manufacturing Customer Success Manager

The role

You will be the main contact for customers during their orders, keeping communication clear and making sure requests move forward on time. You will work with internal teams to fix blockers, manage escalations and keep orders on track, including during peak periods.

What you will do

• Serve as the primary liaison for customers throughout the order life cycle
• Orchestrate the order process by monitoring communication queues and prioritizing work
• Perform regular portfolio reviews to document progress and identify potential delays
• Coordinate with Partner Success Managers to mitigate risks before they affect customer satisfaction
• Identify technical blockers and process issues that could stall order fulfillment
• Manage and resolve customer escalations cross-functionally, including reassigning orders to a different manufacturing partner when needed
• Collaborate 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
• Maintain accurate documentation in central databases that follows quality management systems and safety procedures
• Identify opportunities for process automation and provide peer support for continuous team coverage

Required qualifications

• Bachelor's degree in Supply Chain, Engineering, Business Administration, or a related technical field (or equivalent experience)
• Minimum of 4 years of experience in customer success, account management and/or customer service, preferably in manufacturing operations
• Proven track record of meeting schedule commitments by managing expectations of a customer group
• Knowledge of manufacturing processes, timelines and documentation
• Strong analytical skills with the ability to implement solutions that keep orders on track
• Self-starter with a take-charge attitude who can independently drive project completion
• Excellent organizational skills, ability to multitask and understanding of the communication platform's interface
• 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, open atmosphere
• Development opportunities in a fast-growing company
• Ongoing free well-being activities and charity projects
• Flexible processes and planning
• Well-structured onboarding plan

Before you apply

• Language requirement: English C1+
• Xometry is an equal opportunity employer

About the company

Xometry (NASDAQ: XMTR) connects people with ideas to manufacturers through its digital marketplace. It gives manufacturers resources to grow and gives buyers at Fortune 1000 companies access to global manufacturing capacity.