Customer Success Manager

Summary

Join alcemy and help decarbonize the cement and concrete industry by leveraging machine learning to optimize production and reduce carbon emissions. As a Customer Success Manager, you will act as a strategic partner to our customers, ensuring they realize maximum value from our solutions. You will build strong relationships with key stakeholders, drive customer adoption, and manage projects to ensure successful implementation. This role requires experience in customer management, account management, and change management within the concrete industry. Alcemy offers a competitive salary, remote work options, flexible hours, and various benefits, including professional development opportunities and wellness programs.

Requirements

• Possessed by a high degree of social competence and excellent communication skills
• Experience in working with different levels of stakeholders, from plant operators to management and C-Level
• Experience and Understanding of Customer Management, Account Management and Change Management of Middle Tier and larger Enterprise customers
• Academic experience in material sciences of concrete, geology, concrete or concrete construction
• 2 years of practical experience in the field of concrete technology
• Experience in quality monitoring including testing of concrete as well as good knowledge of concrete raw materials and their influence on fresh and hardened concrete properties
• Independent and self-reliant way of working and enthusiasm to break new ground
• You can quickly empathize with complex customer needs and challenges and enjoy working closely with customers
• You are able to prioritize and manage multiple projects simultaneously
• High willingness to travel, German, Portuguese/Spain native/professional language and good English skills

Responsibilities

• Act as a strategic partner, ensuring customers realize maximum value from our solutions
• Understand customer goals, challenges, and success metrics to drive measurable business outcomes
• Conduct Quarterly Business Reviews (QBRs) and performance reviews to showcase ROI and optimize customer strategies
• Develop and implement Customer Success Plans to align solutions with customer needs
• Track and report on key Customer Success KPIs
• Build and maintain strong, long-term relationships with key stakeholders on all levels (operational personnel, mid management and C-level)
• Serve as the primary point of contact for customer engagement and advocacy
• Drive customer adoption and utilization through proactive engagement and best practices
• Identify opportunities for upselling and cross-selling based on customer needs and behavior
• Collaborate with Sales and Account Management teams to drive renewals and expansion revenue
• Support customers in navigating organizational and process changes when implementing our solutions
• Provide guidance and best practices to help customers optimize workflows and digital transformation efforts
• Address resistance to change by ensuring alignment between internal stakeholders and end-users
• Act as a champion for customer education and training to facilitate smooth adoption
• Lead and coordinate customer onboarding and implementation processes to ensure a smooth transition
• Manage customer expectations, timelines, and deliverables to ensure a successful rollout
• Work closely with Sales, Product and Engineering teams to handle customer requests efficiently
• Gather customer feedback and provide insights to internal teams for product improvements and innovation
• Develop and optimize customer service processes to enhance the overall customer experience

Preferred Qualifications

E-certificate is a plus

Benefits

• A company culture where honesty, professionalism, and integrity run deep with an open feedback culture and regular 1:1 meetings
• Flat hierarchies, efficient decision-making processes, and an agile company structure
• Competitive market-rate salary aligned with your experience
• VSOP equity options vested equally over 4 years (for working 40h a week/full time)
• Work fully remotely within Germany or from our office in the heart of Berlin with flexible working hours
• Of course, free drinks, fruit and snacks in the office
• Regular team activities and team weeks a few times per year
• Mac or Linux laptop
• Budget for personal and professional development - 1500€/year & 3 days/quarter
• English is our main language of communication
• 28 days of vacation per year and an additional day of vacation every 2 years at alcemy
• Access to nilo.health - the comprehensive mental well-being platform that provides access to 1-to-1 sessions with psychologists, group sessions and self-guided tools
• Access to heynanny - flexible childcare and eldercare support with on-demand nannies, eldercare services, live webinars, and one-on-one calls for professional guidance
• Dog-friendly office with specific rules in place, as well as dog-free areas for work and relaxation
• Regular knowledge-sharing through our internal masterclasses
• Flexible work schedules to help you balance your job with your personal life
• Access to nilo.health, a comprehensive mental well-being platform that provides 1-to-1 sessions with psychologists, group sessions, and self-guided tools, including sessions with representatives of minorities
• A diverse team to work with. We have team members across different age profiles, ethnicities, religions, gender identities, and orientations
• No mandatory vacation periods: use your time off for religious holidays, special events, or however you see fit