Manufacturing Customer Success Manager

• Serve as the primary liaison for customers throughout the order life cycle
• Orchestrate the order process and prioritize communication queues
• Perform portfolio reviews to document progress and identify potential delays
• Coordinate with Partner Success Managers to mitigate risks
• Identify technical blockers and process issues that could stall order fulfillment
• Manage and resolve customer escalations cross-functionally
• Determine when orders should be reassigned to different manufacturing partners and manage the implications
• Collaborate with Operations and Product teams to keep orders on track during peak periods
• Negotiate order adjustments, credits, or resolutions for quality issues or delivery misses
• Maintain accurate case documentation in central databases while following quality management systems and safety procedures
• Identify opportunities for process automation
• Provide peer support to ensure continuous Customer Success Team coverage

• Bachelor's degree in Supply Chain, Engineering, Business Administration, or a related technical field (or equivalent experience)
• Minimum of 4 years of experience in customer success, account management, and/or customer service, preferably in manufacturing operations
• Proven track record of successfully managing and meeting schedule commitments by managing expectations of an identified customer group
• Knowledge of manufacturing processes, timelines, and documentation
• Strong analytical skills with the ability to implement solutions keeping orders on track
• Self-starter with a take-charge attitude and ability to independently drive project completion
• Excellent organizational skills and ability to multitask
• Understanding of the communication platform's interface
• Superior verbal and written communication skills
• Excellent attention to detail and collaboration skills
• Proficiency in ERP tools and communication software
• Experience with quality management systems (e.g., ISO 9001)
• Ability to thrive in a fast-paced and high-growth environment
• Experience working with Xometry's digital marketplace or similar platforms is a plus
• Proficiency in data analysis tools (e.g., Google Sheets) is a plus
• Experience working in a manufacturing environment is a plus
• English C1+

• Competitive salary and a comprehensive benefits package
• Health and life insurance
• Generous paid time off, including vacation, sick leave, and floating and fixed holidays
• Employee Assistance Program (EAP) and other wellbeing resources
• Ongoing, free of charge well-being activities
• Charity projects worldwide
• Flexible processes and planning
• Well-structured onboarding plan for new employees, covering process, technology, and systems components