Customer Success Specialist, Level 3 (Manufacturing)

Location: Georgia; other location: Ottobrunn, Bavaria, Germany. Remote work indicated.

Company

hirify.global operates a digital marketplace connecting buyers with manufacturers and global manufacturing capacity.

What you will do

• Own end-to-end resolution of complex, high-value, multi-order customer cases escalated from Level 2 or referred by Sales and Key Account Management.
• Manage strategic and top-tier account relationships as the point of contact for critical issues.
• Investigate root causes across Manufacturing, Quality, Logistics, and Finance/Legal and propose commercially sound resolutions.
• Negotiate credits, contractual concessions, and commercial commitments within delegated authority, escalating exceptions to the Team Leader.
• Partner with Sales, Key Account Management, Finance/Legal, and senior stakeholders on account health, renewal risk, expansion opportunities, contractual terms, and major incidents.
• Document complex resolutions, identify systemic risks, propose process or policy improvements, and mentor Level 2 Specialists.

Requirements

• 4+ years of experience in customer success, customer support, key account management, or a commercial role, including direct ownership of large or complex accounts.
• Demonstrated experience negotiating commercial terms or high-value resolutions with customers or stakeholders.
• Strong commercial judgment and comfort discussing pricing, contracts, and risk.
• Excellent written and verbal English communication, including communication with senior stakeholders.
• Sound judgment in ambiguous, high-stakes situations involving multiple stakeholders.
• Comfort working with CRM and helpdesk platforms, contract and order systems, and reporting tools.
• Composed, diplomatic relationship management and cross-functional collaboration skills.
• Bachelor’s degree required; commercial, business, or technical/engineering education is advantageous.

Nice to have

• Manufacturing, e-commerce, or B2B experience.
• Additional European language.

Culture & Benefits

• Remote work arrangement.
• Collaboration across Sales, Key Account Management, Manufacturing, Finance/Legal, and senior stakeholders.
• Equal opportunity employment.