Manufacturing Customer Success Manager

• Serve as the primary liaison for customers throughout the order life cycle
• Facilitate communication and build trust-based customer relationships
• Orchestrate order processing 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 fulfillment
• Manage and resolve cross-functional customer escalations
• Determine when orders should be reassigned to manufacturing partners and manage the implications
• Collaborate with Operations and Product teams to bridge communication gaps and keep orders on track
• Negotiate order adjustments, credits, or resolutions for quality issues or delivery misses
• Maintain accurate case documentation in central databases
• Ensure activity adheres to quality management systems and safety procedures
• Identify process automation opportunities
• Provide peer support for continuous Customer Success Team coverage during peak periods

• 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 managing and meeting schedule commitments for an identified customer group
• Knowledge of manufacturing processes, timelines, and documentation
• Strong analytical skills
• 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
• English C1+ language skills
• USA holiday calendar and Eastern Time (USA) availability
• Experience 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

• 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
• Well-structured onboarding plan combining process, technology, and systems components
• Open, friendly, and trusting work environment
• Development opportunities in a fast-growing company