Customer Success Lead

Accountabilities:

Customer Success Team Leadership: Lead, coach, and develop a small Customer Success Management (CSM) team by establishing clear expectations, providing regular feedback, supporting professional development, and contributing to recruitment as the team grows.
Customer Portfolio Management: Own the overall health, retention, and expansion of the customer portfolio, using commercially relevant metrics to monitor performance and communicate progress, risks, and opportunities to senior leadership.
Strategic Account Ownership: Personally manage the most important and complex customer relationships, ensuring successful implementation, sustained adoption, long-term satisfaction, contract renewals, and account expansion.
Customer Onboarding and Implementation: Oversee customer onboarding, data migration, implementation planning, and go-live activities, working closely with customer operations teams to ensure successful deployment and adoption.
Customer Success Processes and Playbooks: Develop, standardize, and continuously improve processes for onboarding, implementation, customer health monitoring, quarterly business reviews, renewals, and escalation management.
Voice of the Customer: Represent customer needs to Product and Engineering teams by consolidating feedback, identifying recurring challenges, and translating operational requirements into commercially relevant product recommendations.
Product and Roadmap Collaboration: Influence product priorities by communicating customer insights, identifying opportunities for platform improvements, and helping internal teams understand the business impact of proposed developments.
Sales Partnership and Revenue Expansion: Collaborate with Sales on pre-sales scoping, customer handovers, and account expansion opportunities, ensuring commitments are realistic and aligned with successful delivery and customer adoption. This is a non-quota-carrying leadership role.
Cross-Functional Collaboration: Build strong working relationships across Customer Success, Product, Engineering, Sales, and leadership to resolve customer challenges, improve internal coordination, and deliver a consistent customer experience.
Commercial Performance and Value Realization: Understand customer business models, margins, logistics costs, and price-risk exposure, connecting platform capabilities to tangible operational improvements and financial outcomes.
Operational Excellence and Scalability: Introduce practical processes and performance standards that enable the Customer Success function to scale effectively without creating unnecessary bureaucracy.
Knowledge Sharing and Best Practices: Collaborate with Customer Success counterparts across the wider organization to exchange insights, align working methods, and strengthen customer experience across multiple platforms.
Requirements:
Customer Success Experience: A strong track record of managing complex B2B customer accounts and software implementations, with measurable results in adoption, retention, customer satisfaction, or account expansion.
Leadership and Coaching: Experience leading, mentoring, or coaching colleagues, either formally or informally, with the ability to improve team performance, establish clear standards, and support professional growth.
Industry Knowledge: Experience in recycled materials, metals, commodities trading, or related supply chain industries is a strong advantage. Candidates from adjacent sectors should demonstrate a willingness to learn the recycled materials value chain, including sourcing, grading, logistics, documentation, and trading processes.
Strategic Account Management: Proven ability to manage senior stakeholders, navigate complex customer environments, resolve escalations, and build long-term partnerships across multiple business functions.
Software Implementation Expertise: Experience overseeing implementations, onboarding, data migration, integrations, and go-live activities for B2B software platforms.
Technical Fluency: Comfort working with technical topics such as data configuration, document workflows, data imports, integrations, and reporting, with the ability to investigate issues directly and guide team members through technical challenges.
Analytical Capabilities: Strong ability to interpret customer health indicators, adoption metrics, retention trends, and commercial performance data. Experience with SQL or business intelligence tools is an advantage.
Commercial Acumen: Understanding of how customers generate revenue, manage margins, control logistics costs, and address price risk, with the ability to connect software capabilities to measurable business value.
Communication Skills: Strong professional English is required. French language proficiency is an advantage when working with French-speaking customers.
Leadership Judgment: Ability to make sound decisions under pressure, prioritize competing demands, take ownership of outcomes, and provide clear, constructive feedback.
Process and Organizational Skills: A structured yet pragmatic approach to building repeatable processes, balancing operational consistency with the flexibility needed in a growing business.
Cross-Functional Influence: Strong interpersonal and stakeholder management skills, with the credibility to represent customer needs internally and lead conversations with senior customer representatives.
Adaptability and Initiative: A self-starter who is comfortable with ambiguity, enjoys building and improving processes, and thrives in a fast-growing, collaborative technology environment.
Benefits:
Remote Work: The opportunity to work remotely from Europe.
Leadership and Ownership: Significant responsibility for strategic customer relationships, team development, and the evolution of the Customer Success function.
Professional Growth: The opportunity to build leadership capabilities while shaping processes, standards, and best practices in a growing organization.
Meaningful Industry Impact: Contribute to the digital transformation of the circular economy by helping recycled materials businesses operate more efficiently and sustainably.
Innovative Technology Environment: Work with a digital platform that combines B2B marketplace capabilities, real-time data integration, and predictive analytics to solve complex operational challenges.
Cross-Functional Collaboration: Partner with Product, Engineering, Sales, and senior leadership to influence product development and improve customer outcomes.
International Exposure: Build relationships with customers and industry partners across global commodities and supply chain markets.
Growth-Stage Environment: Join a fast-growing technology business that combines the agility of a startup with partnerships across major industry players.
Autonomy and Influence: Enjoy the freedom to lead initiatives, manage strategic accounts, and shape how customers experience and benefit from the platform.
Mission-Driven Culture: Work in an environment that values integrity, collaboration, long-term thinking, and sustainable business practices.