Customer Success Specialist, Level 3

About the role

Xometry is looking for a Customer Success Specialist, Level 3 to own its largest and most complex deals, strategic customer relationships and the highest-tier escalations that carry commercial, reputational or operational risk. The role needs strong commercial judgment, negotiation skills and the ability to manage multi-stakeholder, multi-order situations end to end, working closely with Sales, Key Account Management, Manufacturing, Finance/Legal and senior stakeholders.

Key responsibilities

• Own end-to-end resolution of complex, high-value, multi-order cases escalated from Level 2 or referred by Sales/Key Account Management
• Act as a trusted point of contact for strategic and top-tier accounts on critical issues
• Investigate root causes across Manufacturing, Quality, Logistics and Finance/Legal before proposing commercially sound resolutions
• Negotiate credits, contractual concessions or commercial commitments within delegated authority, escalating beyond it to the Team Leader
• Balance commercial outcomes and customer satisfaction across a portfolio of high-stakes cases
• Work with Sales and Key Account Management on account health, renewal risk and expansion opportunities linked to service issues
• Coordinate with Finance/Legal on contractual terms, credit exposure and risk for large accounts
• Represent Customer Success in cross-functional reviews of strategic accounts and major incidents
• Document complex case resolutions for audits, governance and knowledge sharing, and identify systemic risks to propose process or policy improvements
• Mentor Level 2 specialists on commercial judgment and complex case handling

Required profile

• 4+ years in customer success, customer support, key account management or a commercial role, including direct ownership of large or complex accounts
• Demonstrated experience negotiating commercial terms or high-value resolutions with customers or stakeholders
• Bachelor's degree required; commercial, business or technical/engineering background is an advantage
• Manufacturing, e-commerce or B2B experience is a strong plus

Required skills

• Strong negotiation skills and comfort discussing pricing, contracts and risk
• Excellent written and verbal English, including with senior stakeholders; an additional European language is a plus
• Comfort with CRM/helpdesk platforms, contract/order systems and reporting tools
• Sound judgment in ambiguous, high-stakes situations with multiple stakeholders