Mirrai Careers

Customer Success Manager

NOX METALS

Ferndale Full-time Posted 8d ago
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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.

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