Customer Success Manager

Customer Success Manager | Nox Metals | Ferndale, MI About Nox Metals. American factories deserve a supply chain that moves as fast as they do. Nox Metals is building it, along with the tools that run it. We’re a technology company in Ferndale, Michigan supplying aluminum plate, bar, and rounds to aerospace and defense manufacturers. We use software and automation to supply metal to American factories faster than the industry thought possible. The role. We're hiring a Customer Success Manager to own everything that happens after the sale. Every order tracked, every issue closed, every customer kept, every account grown. What happens after the PO is what turns a one-time buyer into a partner for life. You'll be the customer's first call when something is good, bad, urgent, or confusing. You'll catch problems before they reach a customer's dock, carry real retention and expansion numbers, and bring what customers tell you back to our product, engineering, and operations teams. If you've spent a few years in customer success or account management and you want to own the whole relationship, this is your next step. You will: · 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 You are: · 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 or customer portal experience · Forklift or crane certification Benefits: · Equity in Nox Metals · Company-paid medical, dental, and vision insurance This role is full time, in person in Ferndale. 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. We will consider for employment qualified applicants with arrest or conviction records in a manner consistent with the Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance, and the California Fair Chance Act.