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.

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.