Customer Success Lead

This is a fully remote position, open to applicants in Europe.

📋 Description

• Oversee, mentor, and cultivate the Jules customer success management team.

• Establish expectations, offer feedback, foster career development, and assist in recruitment as the team grows.

• Manage the health, retention, and expansion of the customer portfolio.

• Present customer success metrics to leadership using clear and commercially relevant indicators.

• Personally handle strategic and complex accounts from the implementation phase through to renewal and expansion.

• Develop and enhance playbooks for onboarding, go-live, data migration, health monitoring, QBRs, renewals, and escalations.

• Advocate for customer needs with the Product and Engineering teams, influencing roadmap priorities.

• Collaborate with Sales on pre-sales scoping, transition, and expansion opportunities.

• Ensure that sold solutions are effectively delivered and adopted.

• Share best practices and harmonize workflows across MineHub platforms.

⛳️ Requirements

• Experience in recycled materials, metals, or the broader commodities trade is highly advantageous.

• Eagerness to learn about recycled-materials sourcing, grading, shipping, documentation, and industry terminology if transitioning from a related field.

• Proven experience in leading, mentoring, or coaching others.

• Sound judgment in high-pressure situations.

• Strong prioritization skills and sense of ownership.

• Ability to provide direct and constructive feedback.

• Credibility to lead both internally and in customer-facing situations.

• Demonstrated success in managing complex, multi-stakeholder accounts and software implementations, with measurable outcomes in adoption, retention, or expansion.

• Proficient in professional English.

• Knowledge of French is an advantage.

• Comfortable with data setup, document workflows, data imports, integrations, and reporting.

• Familiarity with SQL or BI tools is a plus.

• Commercial awareness of margins, logistics costs, price risk, and customer P&L.

• Process-oriented mindset.

• Self-motivated and comfortable navigating ambiguity while establishing new processes.

🏝️ Benefits

• The opportunity to lead initiatives, manage accounts, and influence how recycled materials businesses utilize the platform.

• Purpose-driven work supporting the circular economy.

• Collaboration with key industry players globally.

• A dynamic startup environment coupled with partnerships across major industry leaders worldwide.