[Hiring] Customer Success Lead @MineHub

Role Description

We're looking for a Customer Success Lead to own customer success for the Jules platform. You'll combine a strong understanding of commodity supply chains with the leadership to build and develop a small, high-performing CSM team. You'll personally own our most strategic accounts while setting the standards, processes, and priorities the rest of the team works to. This is a hands-on leadership role: you'll be as comfortable running a go-live with a customer's operations team as you are coaching a CSM or making the case to Product for what our customers need next. The role is highly cross-functional: you'll collaborate across CS, Product, Engineering, Sales and leadership.

Responsibilities

• Lead, coach and develop the Jules CSM team: set clear expectations, give regular feedback, support career growth, and help hire as the team scales.
• Own the Jules customer portfolio's health, retention and expansion, and report on it to leadership with clear, commercially grounded metrics.
• Personally manage our most strategic and complex accounts, from implementation through to renewal and expansion.
• Build and continuously improve the team's playbooks: onboarding and go-live, data migration, health monitoring, QBRs, renewals and escalations.
• Act as the voice of the customer to Product and Engineering: synthesise feedback across accounts, frame it in commercial and operational terms, and influence roadmap priorities.
• Partner with Sales on pre-sales scoping, handover and expansion opportunities, ensuring what we sell can be delivered and adopted. (This is not a quota-carrying role.)
• Work with your counterparts across MineHub to share best practice and align ways of working across the group's platforms.

Qualifications

• Experience in recycled materials, metals or wider commodities trade is a strong advantage.
• Experience leading, mentoring or coaching others, formally or informally.
• Leadership qualities: sound judgement under pressure, clear prioritisation, ownership, ability to give direct and constructive feedback, and credibility to lead both internally and in front of customers.
• A strong track record of managing complex, multi-stakeholder accounts and software implementations, with measurable outcomes in adoption, retention or expansion.
• Strong professional English. French is a plus.
• Comfortable with technical topics: data set-up, document workflows, data imports, integrations and reporting.
• Commercially minded: understanding how customers make money, from margins to logistics costs and price risk.
• Process-oriented without being bureaucratic.
• Self-starter who embraces ambiguity and enjoys building something, not just running it.

Benefits

• Help build the digital backbone of the circular economy, in an industry where secondary raw materials are becoming strategically critical.
• Join a mission-driven team that values integrity, collaboration, and long-term thinking.
• Be part of a fast-growing company that combines startup energy with partnerships across major industry players worldwide.
• Enjoy the freedom to lead initiatives, own your accounts, and shape how recycled materials businesses experience our platform.