Head of Customer Success

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 tons of CO2 emissions each year and we aim to save 100 million tons per year in 2030.

Requirements

Deine Aufgaben

• Entwicklung und Umsetzung einer ganzheitlichen Customer-Success-Strategie mit Fokus auf nachhaltigen Kund:innenmehrwert.
• Definition, Steuerung und Reporting zentraler Customer-Success-KPIs entlang der Customer Journey.
• Interne Vertretung der "Voice of the Customer" und enge Zusammenarbeit mit Product, Sales und Marketing.
• Verantwortung für ein skalierbares, wirkungsvolles Onboarding sowie für Adoption und langfristige Nutzung der Plattform.
• Proaktives Monitoring von Customer Health Scores und Ableitung gezielter Maßnahmen zur Sicherstellung messbarer Mehrwerte.
• Aufbau und Pflege belastbarer Beziehungen zu Entscheider:innen und C-Level-Stakeholdern bei strategischen Kund:innen.
• Führung und Weiterentwicklung des Customer-Success-Teams als Player/Coach.
• Enge, cross-funktionale Zusammenarbeit mit dem Management- und Leadership-Team.
• Auswahl, Einführung und Weiterentwicklung von Customer-Success-Tools zur effizienten Skalierung.

Dein Profil

• Mehrjährige Erfahrung im Customer Success, Account Management oder in einer vergleichbaren kundenorientierten Rolle im B2B-SaaS- oder Tech-Umfeld.
• Führungserfahrung in einer leitenden Rolle (z. B. Head of, Director, Senior Manager) mit nachweislichem Erfolg beim Aufbau und der Skalierung von Customer-Success-Strukturen in einem Startup- oder Scale-up-Umfeld.
• Tiefes Verständnis der Bau-, Beton- oder Baustoffindustrie sowie die Fähigkeit, operative Herausforderungen, Fachsprache und zentrale Werttreiber dieser Branchen schnell zu erfassen.
• Souveränes Auftreten sowie exzellente Kommunikations- und Präsentationsfähigkeiten im Austausch mit technischen Expert:innen (z. B. Ingenieur:innen) und Entscheider:innen auf Management- und Geschäftsführungsebene.
• Hands-on-Mentalität mit der Fähigkeit, als Player/Coach strategisch zu führen und gleichzeitig operativ Kund:innen zu betreuen.
• Verhandlungssicher in Deutsch und Englisch.
• Reisebereitschaft von ca. 20 % für Termine bei Kund:innen und relevanten Stakeholdern.

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 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 - 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.

• 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.
• We use modern communication tools like Google Workspace and Slack.

• Initial 1:1 screening call (30 minutes)
• Complete a take-home task relevant to the actual work you'd be doing
• A technical interview (90 minutes)
• A team interview (45 minutes)
• Meet-the-founder Call
• Reference check - we contact two references you provide (e.g. former work colleagues)
• Decision

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 , 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.