Customer Success Lead

Customer Success Lead
Recycled materials
Location: Remote — Europe

About MineHub

At MineHub, we’re transforming how the world’s largest producers, traders, and consumers manage raw material supply chains. Our solutions combine critical B2B marketplace functionality (handling high-volume transactions for global supply chains) with intuitive B2C design, enabling customers to streamline logistics, reduce costs, and build more resilient, sustainable operations through real-time data integration and predictive analytics.
Jules extends MineHub’s offering into the recycled materials industry. Scrap and secondary-materials traders, recyclers and brokers use Jules to run their business end to end: buying and selling; managing inventory across yards and stockpiles; container, bulk, and truck logistics; trade documentation; invoicing and payments; and price-risk management.

The Role

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.

Experience & Skills

• Experience in recycled materials, metals or wider commodities trade is a strong advantage. If you're coming from an adjacent background, you'll be keen to learn how recycled materials are sourced, graded, shipped and documented, and to pick up the industry's terminology quickly.
• Experience leading, mentoring or coaching others, formally or informally: you've raised the performance of the people around you and set a standard others follow.
• Leadership qualities we'll look for at interview: sound judgement under pressure, clear prioritisation, ownership, the ability to give direct and constructive feedback, and the 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, as we work with a number of French-speaking customers.
• Comfortable with technical topics: data set-up, document workflows, data imports, integrations and reporting. You can get into the detail yourself and guide your team through it. SQL or BI tool experience is a plus.
• Commercially minded. You understand how our customers make money, from margins to logistics costs and price risk, and can tie platform value to their P&L.
• Process-oriented without being bureaucratic. You introduce structure that helps a small team scale, and you know when to keep things simple.
• You're a self-starter who embraces ambiguity and enjoys building something, not just running it.

Why MineHub?

• 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 in everything from customer relationships to code.
• 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.