The role
What you'll do
- 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 (late mill loads, failed inspections, 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
- You should be:
The bar
What you'll bring
- 3 to 5+ years in customer success, account management, or post-sale roles, ideally in metals, manufacturing, logistics, or B2B SaaS
- 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
- Fluent with AI tools, CRMs, and customer portals
- Sharp with numbers, detail-oriented, and organized enough to run dozens of accounts without dropping one
- Customer-obsessed, precise under pressure, and low-ego enough to do the unglamorous work
- Nice to have: metals, machine shop, aerospace, or defense account experience, CRM/customer portal experience, forklift or crane certification.
- This role is full time, in person in Ferndale.
Additional notes
Other
Customer Success | Nox Metals | Ferndale, MI
Nox Metals is a Detroit-based technology company supplying aluminum plate, bar, and rounds to aerospace and defense manufacturers, using software and automation to move metal faster than the industry thought possible.
We need a Customer Success Manager to own the entire experience after the sale: every order tracked, every issue closed, every customer kept, every account grown. The experience after the PO is what turns a one-time buyer into a partner for life.
You will: