About this role
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:
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:
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.