Customer Success Specialist, Level 3 (Manufacturing)

Location: Remote in Kazakhstan. Other location: Ottobrunn, Bavaria, Germany.

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, and multi-order customer cases escalated from Level 2 or referred by Sales and Key Account Management.
• Manage strategic and top-tier customer relationships as the point of contact for critical issues.
• Investigate root causes across Manufacturing, Quality, Logistics, and Finance/Legal and negotiate commercially sound resolutions, including credits, contractual concessions, and commercial commitments within delegated authority.
• Partner with Sales, Key Account Management, Finance, and Legal on account health, renewal risk, expansion opportunities, contractual terms, credit exposure, 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 customer or stakeholder resolutions.
• Strong commercial judgment, negotiation skills, and comfort discussing pricing, contracts, and risk.
• Excellent written and verbal communication in English, including communication with senior stakeholders.
• Sound judgment in ambiguous, high-stakes situations involving multiple stakeholders.
• Comfort using CRM or helpdesk platforms, contract and order systems, and reporting tools.
• Composed and diplomatic under pressure, with strong relationship-management and cross-functional collaboration skills.
• Bachelor’s degree required.

Nice to have

• Manufacturing, e-commerce, or B2B experience.
• Additional European language.
• Commercial, business, or technical/engineering educational background.

Culture & Benefits

• Remote role associated with Kazakhstan.
• Work across Sales, Key Account Management, Manufacturing, Finance/Legal, and senior stakeholders.
• Equal opportunity employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.