Team Lead, Customer Success, Head Consultant, Product Application

Summary

Join alcemy's growing team as a Customer Success Team Lead and help decarbonize the cement and concrete industry. You will lead and mentor a team, develop scalable customer success processes, and ensure customer satisfaction. This role requires experience in B2B SaaS and team leadership, strong communication skills, and a process-oriented mindset. You will collaborate with various teams to optimize the customer journey and drive meaningful adoption of alcemy's AI/ML-based software. The ideal candidate is passionate about building effective processes and fostering a supportive team culture. Alcemy offers a competitive salary, equity options, remote work flexibility, and various benefits.

Requirements

• Several years of experience in customer-facing roles within B2B SaaS or similarly complex, technical product environments — such as Customer Success, Solutions Engineering, or Technical Account Management — with at least 2+ years of team leadership or people management experience, (5+ years preferred)
• Excellent communication, interpersonal, and collaboration skills
• Strong process thinking and experience setting up scalable customer-facing operations
• Experience working in or closely with technical, complex product environments — ideally in B2B SaaS, AI/ML, or industrial technology
• A strong ability to understand and communicate technical concepts — including machine learning, digital SaaS products, and industrial production systems — and translate them into customer-relevant outcomes
• Strong project management skills, with the ability to manage multiple priorities and deadlines
• A background in supporting teams through change management and digital adoption processes, especially in global, operationally heavy industries
• Confidence and clarity when guiding a team through customer escalations, product rollouts, or adoption challenges — you thrive in complexity and help others do the same
• A proven track record of aligning processes in cross-functional teams (Sales, Solutions, Data, Engineering, etc.) and translating customer needs into internal action
• A people-first mindset: you know how to build accountability, motivate your team, and enable them to thrive in a high-impact environment
• You have a high willingness to learn and dive deep into into an vastly exciting heavy industry
• Excellent English skills (native level or fluent) are required

Responsibilities

• Take ownership of our Customer Success (CS) routines and processes to ensure they scale effectively as our customer base grows
• Own key metrics and routines that ensure customers are successfully set up, managed, and retained e.g. customer retention and ARR onboarded — with an eye on efficiency and scale
• Drive and implement initiatives that boost team efficiency and establish best practices, enabling us to serve every customer in the best possible way
• Foster close collaboration and alignment across Sales, Engineering, DataOps, and Customer Success to collectively deliver a seamless, efficient, and high-impact customer journey — from onboarding to long-term success
• Take ownership of building effective knowledge management systems that enable the CS team to perform at their best, facilitate the sharing of insights across the company, and establish the right tools and best practices throughout the entire Customer Success lifecycle
• Act as a people lead for the Customer Success team — building a supportive team culture, providing coaching and guidance, help team members to grow in their role, and ensuring accountability toward shared goals
• Foster a culture of continuous improvement and feedback within the team to ensure consistent customer success outcomes
• Drive resource planning and process design to ensure Customer Success Managers (CSMs) can work effectively, serve more customers, and meet key customer milestones
• Act as a sparring partner and coach for the Customer Success team, helping them drive meaningful adoption and change management in highly technical, industrial customer environments
• Bridge the gap between our complex AI/ML-based SaaS product and real-world cement plant operations — making sure the team is equipped to translate technical value into practical impact for customers
• Provide strategic and hands-on support to help CSMs navigate customer resistance, identify adoption blockers, and guide plant stakeholders through successful transformation journeys
• Help the team connect the dots between our product capabilities and each customer’s operational context, making sure our software becomes an integrated and valuable part of their production process
• Serve as a strategic partner for C-level stakeholders where necessary at our small to mid-sized customer accounts, ensuring alignment and engagement across all levels of the customer organization
• Take direct ownership of a small number of customer accounts to stay close to the day-to-day work and provide hands-on support and guidance to your team

Preferred Qualifications

Proficiency in German or Spanish 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. We offer a Berlin-based contract with a remote clause, meaning Berlin bank holidays will apply
• 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
• No mandatory vacation periods: use your time off for religious holidays, special events, or however you see fit