Customer Success Specialist, Level 3

Role overview Handle the most complex customer issues and strategic relationships in a B2B manufacturing marketplace. You will take ownership of escalations with significant commercial, operational, or reputational impact, investigate causes across teams, and reach fair resolutions while supporting account health.

Responsibilities - Lead complex, high-value, and multi-order cases from escalation through resolution, serving as a trusted contact for strategic customers. - Investigate underlying issues across manufacturing, quality, logistics, and finance or legal functions before recommending a response. - Negotiate credits, contract adjustments, or other commercial commitments within delegated authority; escalate decisions beyond that scope. - Coordinate with sales and account management on customer health, renewal risks, and possible growth opportunities related to service issues. - Work with finance and legal colleagues on contract terms, credit exposure, and risk; represent customer success in strategic account reviews and major incidents. - Keep thorough case records, identify recurring problems, and help improve processes while mentoring colleagues handling escalations.

Requirements - At least four years in customer success, support, key account management, or a commercial role, including direct ownership of large or complex accounts. - Demonstrated negotiation experience involving commercial terms or high-value customer resolutions. - Strong commercial judgment and comfort discussing pricing, contracts, and risk in ambiguous, high-stakes situations. - Excellent spoken and written English, including communication with senior stakeholders; diplomacy and composure under pressure. - Ability to manage relationships and collaborate across multiple teams and stakeholders. - Bachelor’s degree and fluency with CRM or helpdesk tools, contract or order systems, and reporting tools.

Nice to have - Background in manufacturing, e-commerce, or B2B work. - An additional European language or a commercial, business, technical, or engineering degree background.