Customer Success

Customer Success | Nox Metals | Detroit, MI

American factories deserve a supply chain that moves as fast as they do. The next generation of American manufacturing is being built right now. Nox Metals is the supply chain behind it.

Nox Metals is a technology company in Detroit 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.

We need a Customer Success hire 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 the thing that turns a one-time buyer into a partner for life. Nox Metals is an employer with real opportunity for long term career growth, this is a place to build a career, not just hold a job.

You will:

• Own the customer experience end to end after the sale, every order, every shipment, every issue, every renewal
• Own retention and expansion across your accounts, you carry real numbers and you hit them
• 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, you pick up and you solve
• Own customer-facing tech support across Gondor and any NOX NEST customer-facing features, train new users, fix issues, drive adoption
• Surface issues before customers feel them, late mill loads, failed inspections, dock conflicts, anything that puts a commitment at risk
• Run customer business reviews, review performance, surface upsell, capture feedback, build the relationship
• Coordinate across operations, supply chain, quality, and shipping to keep every commitment we made
• Bring the customer's voice back to product, engineering, and operations every single day
• Capture every customer interaction, every issue, every NPS signal in our systems, the data is the moat
• Partner with Outside Sales and Inside Sales on expansion, you know the account better than anyone, including them
• Always ask questions, never guess when something is unclear
• Look at every account, every workflow, every touchpoint and figure out how to make it better
• Work safely on every customer floor and ours, hold yourself to the same standard we hold our team to
  
  

You should be:

• 2 to 3 years in customer success, account management, customer operations, or comparable post-sale roles, ideally in metals, manufacturing, logistics, or B2B SaaS
• Strong owner of retention and expansion, you have hit number against real KPIs before
• Skilled at building deep customer relationships across buyers, ops leaders, and engineering contacts
• Comfortable on the phone, on email, and in customer portals all day, every day
• Cracked with AI tools, CRMs, customer portals, and modern software, you live in our stack and you make it faster every week
• Tightly partnered with software teams in past roles, comfortable writing specs, filing tickets, and shaping the tools you use
• Sharp with numbers and detail oriented, every order, every cert, every commitment right the first time
• High attention to quality, every interaction, every escalation, every business review
• Always thinking about how to make processes better, you do not accept "this is how we have always done it"
• Absolutely customer obsessed, you carry every customer's deadline like it is your own
• User obsessed, you sit with our internal sales and operations teams too, watch them work, and build the workflows that make them faster
• A team player with a good attitude, you make the company better for everyone around you
• Someone who takes ownership, if it is post-sale, it is your responsibility
• Precise under pressure and reliable, customers count on the answers you give them
• Organized enough to run dozens of accounts and active orders without dropping one
• Committed to safety, you follow every protocol on every customer floor and hold our team to the same standard
• High agency, you handle big items alone and ask for help when needed
• Low ego, you walk the floor, you talk to operators, you do the unglamorous work because it needs to get done
• Not afraid to work outside normal hours when America demands it
• Never says "that's not my job"
  
  

Nice to have:

• Background managing accounts in metals, machine shops, aerospace, defense, or precision manufacturing
• Experience with customer portals, CRM systems, and customer-facing software
• Forklift and/or overhead crane certification
• Comfortable using AI tools to work faster and smarter
  
  

This role is full time, in person in Detroit.