Team Lead Customer Success / Head Consultant Product Application (f/m/x)

Description

Help us decarbonize the cement and concrete industry.

alcemy was founded to reduce the massive CO2 footprint of the cement and concrete industry. Concrete is humanity's second most used material by volume and its production is responsible for around 8% of global CO2 emissions .

We are changing this!We leverage machine learning to provide smart production control software to the cement and concrete supply chain to improve efficiency and allow for the production of low-carbon cement and concrete at large scale. Our software is used 24/7 in cement and concrete plants to optimize production and reduce carbon emissions today . We are currently enabling our customers to save more than 100 000 tons of CO2 emissions each year and we aim to save 100 million tons per year in 2030.

We are seeking an experienced and process-driven Customer Success Team Lead to strengthen and scale our customer journey at alcemy. This role is key to ensuring our customers are onboarded smoothly, managed efficiently, and set up for long-term success as we grow. You will drive cross-functional collaboration, develop scalable CS routines and tools, and lead a high-performing team with a strong focus on accountability and impact. The ideal candidate brings team leadership experience, a sharp operational mindset, and a passion for building processes that truly work.

What you'd be doing:

As Team Lead Customer Success at alcemy, you will:

Process & Goals

• 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.

Team Lead

• 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.

Customer Champion

• 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.

Requirements

You'd be a great fit if you have:

• 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; proficiency in German or Spanish is a plus.

Benefits

What we offer:

• 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.

Working at alcemy

• We value transparency, and direct feedback and are always open to refactoring how we work together.
• No one is on-call.
• We’ve been working hard to get a defined career progression framework in place, charting out both technical expert & management tracks.
• We are passionate about helping our customers and always approach them and each other in a supportive and appreciative way.

Diversity, Equity & Inclusion (DEI) at alcemy

For the past two years, we have been dedicated to enhancing the diversity and inclusivity of our company. We have organized diversity workshops and established a DEI workgroup. By actively collecting feedback, educating our team, and considering new ideas, we have implemented several key improvements:

• 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.
• Collecting feedback from team members during 1:1 meetings with team leaders, AMA sessions with the founders, and through regular engagement surveys.

We’re committed to creating a workplace where everyone feels valued and included. Our journey toward diversity, equity, and inclusion is ongoing, and we’re excited about the progress we’ll make.

Hiring Process

Our hiring process is fully remote and we’ll communicate with you over email and video chat.

• Initial 1:1 screening call (30 minutes) with one of our team members
• Complete a take-home task relevant to the actual work you’d be doing
• A technical interview (60 minutes)
• A team interview (45 minutes) with 2 of your future colleagues
• Reference check - we contact two references you provide (e.g. former work colleagues)
• Decision

We encourage applicants from diverse backgrounds to apply. We also understand how stressful interviews can be. Let us know if there is anything we can do to improve the process so you can demonstrate your skills. To do so, contact Magdalena Milecka at [email protected] .