Customer Success Specialist, Level 3

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.

• 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; escalte 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.

• 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.

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