Customer Success Specialist, Level 3

Xometry (NASDAQ: XMTR) powers the industries of today and tomorrow by connecting the people with big ideas to the manufacturers who can bring them to life. Xometry’s digital marketplace gives manufacturers the critical resources they need to grow their business while also making it easy for buyers at Fortune 1000 companies to tap into global manufacturing capacity.

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.

How You’ll Contribute:

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

What You’ll Bring to Xometry:

• 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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