Customer Success Specialist, Level 3

We are seeking a Customer Success Specialist, Level 3 to own Xometry’s largest and most complex deals, strategic customer relationships, and highest-tier escalations that carry meaningful commercial, reputational, or operational risk. This role requires strong commercial judgment, negotiation skill, and the ability to manage multi-stakeholder, multi-order situations end-to-end.

You will work closely with Sales, Key Account Management, Manufacturing, Finance/Legal, and senior stakeholders to protect and grow strategic accounts while resolving issues fairly and efficiently.

Strategic Account & Case Management:

• Own end-to-end resolution of complex, high-value, and multi-order customer cases escalated from Level 2 or referred directly by Sales/Key Account Management
• Manage relationships with strategic and top-tier accounts, acting as a trusted point of contact for critical issues
• Investigate root cause across Manufacturing, Quality, Logistics, and Finance/Legal before proposing commercially sound resolutions
• Negotiate resolutions involving credits, contractual concessions, or commercial commitments within delegated authority, and escalate to the Team Leader when outside authority
• Manage a portfolio of complex, high-stakes cases while balancing commercial outcomes and customer satisfaction

Commercial & Cross-Functional Collaboration:

• Partner closely with Sales and Key Account Management on account health, renewal risk, and expansion opportunities tied to service issues
• Coordinate with Finance/Legal on contractual terms, credit exposure, and risk considerations for large accounts
• Represent Customer Success in cross-functional reviews of strategic accounts and major incidents

Quality & Continuous Improvement:

• Document complex case resolutions thoroughly to support audits, governance, and knowledge sharing
• Identify systemic risks or recurring issues affecting strategic accounts and propose process or policy improvements
• Mentor Level 2 Specialists on commercial judgment and complex case handling

• Experience: 4+ years in customer success, customer support, key account management, or a commercial role, including direct ownership of large or complex accounts
• Negotiation: Demonstrated experience negotiating commercial terms or high-value resolutions with customers or stakeholders
• Industry Background: Manufacturing, e-commerce, or B2B experience is a strong plus
• Commercial Acumen: Strong negotiation skills and comfort discussing pricing, contracts, and risk
• Communication: Excellent written and verbal communication in English, including with senior stakeholders; additional European language is a plus
• Judgment: Sound judgment managing ambiguous, high-stakes situations with multiple stakeholders
• Technical Fluency: Comfortable working with CRM/helpdesk platforms, contract/order systems, and reporting tools
• Interpersonal Skills: Composed and diplomatic under pressure, with strong relationship-management and cross-functional collaboration skills
• Education: Bachelor’s degree required; commercial, business, or technical/engineering background is an advantage

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