Description:

alcemy is focused on reducing the CO2 footprint of the cement and concrete industry, which is responsible for around 8% of global CO2 emissions.
The company leverages machine learning to provide smart production control software to improve efficiency and enable the production of low-carbon cement and concrete.
The Customer Success Team Lead will ensure smooth onboarding, efficient management, and long-term success for customers as the company grows.
Responsibilities include owning Customer Success routines, driving team efficiency, fostering collaboration across departments, and building effective knowledge management systems.
The role involves leading a high-performing team, providing coaching, and ensuring accountability towards shared goals.
The Team Lead will act as a customer champion, helping the team navigate technical environments and ensuring the software integrates into customer operations.
The position requires direct ownership of a small number of customer accounts for hands-on support.

Requirements:

Candidates should have several years of experience in customer-facing roles within B2B SaaS or similar technical environments, with at least 2+ years in team leadership (5+ years preferred).
Excellent communication, interpersonal, and collaboration skills are essential.
Strong process thinking and experience in setting up scalable customer-facing operations are required.
Experience in technical product environments, ideally in B2B SaaS, AI/ML, or industrial technology, is necessary.
Candidates must be able to understand and communicate technical concepts and translate them into customer-relevant outcomes.
Strong project management skills and the ability to manage multiple priorities and deadlines are required.
A background in change management and digital adoption processes in operationally heavy industries is preferred.
Candidates should have confidence in guiding teams through customer escalations and product rollouts.
A proven track record of aligning processes in cross-functional teams and translating customer needs into internal action is necessary.
A people-first mindset is essential for building accountability and motivating the team.
High willingness to learn about the heavy industry is required.
Excellent English skills are mandatory; proficiency in German or Spanish is a plus.

The company offers a culture of honesty, professionalism, and integrity with an open feedback culture and regular 1:1 meetings.
Employees benefit from flat hierarchies, efficient decision-making processes, and an agile company structure.
A competitive market-rate salary aligned with experience is provided.
VSOP equity options are available, vested equally over 4 years for full-time employees.
Employees can work fully remotely within Germany or from the Berlin office with flexible working hours.
Free drinks, fruit, and snacks are available in the office.
Regular team activities and team weeks are organized a few times per year.
Employees receive a Mac or Linux laptop and a budget for personal and professional development of €1500/year and 3 days/quarter.
The company provides 28 days of vacation per year, with an additional day every 2 years.
Access to nilo.health for mental well-being support and heynanny for flexible childcare and eldercare services is included.
The office is dog-friendly with specific rules in place.
Regular knowledge-sharing through internal masterclasses is encouraged.