Customer Success Lead (m/f) / Terra Matters

About Terra Matters G.I.E :

Terra Matters is a pioneering Economic Interest Group backed by the Ministry of the Economy of Luxembourg and the Chamber of Commerce of Luxembourg. Our mission revolves around fostering a circular economy towards companies and namely through its core strategic initiative called the Product Circularity Data Sheet (PCDS), a promising sustainable solution today supported by 50+ reputable companies at an international level. Committed to the vision of a greener future, we’re embarking on an exciting journey to develop and launch innovative solutions that drive positive change for our planet.

Why Join Us ?

At Terra Matters, we’re on an adventure, and we want you to be part of it. As a startup-driven organization, we’re building from a blank page– which means your contributions have the power to shape our journey and impact. We are committed to innovation and as a team member, you’ll have access to cutting-edge tools and technologies that enable you to turn ideas into reality.
This quest is about more than just business. It’s about making a real difference. Our work is driven by a passion for sustainability and a genuine desire to improve our world. When you join us, you’re not just taking a job – you’re joining a mission to create positive change that matters.
Our values are at the heart of everything we do. We believe in collaboration, empowerment, openness, and trust. You’ll be part of a cohesive team that encourages diverse perspectives, innovative thinking, and personal growth.
We offer competitive benefits that reflect your dedication and hard work. As we embark on this journey together, you’ll play a significant role in shaping the future of the circular economy and leaving a lasting impact on our planet.

Summary :

Join us as a Customer Success Lead and take full ownership of our existing customer base. You will ensure that users and partners experience high-quality care throughout their journey with the PCDS platform. Your mission is to proactively drive customer engagement, safeguard and grow recurring revenues, and build long-term trust with your portfolio. Beyond onboarding and support, you will play a key role in strengthening customer relationships, identifying opportunities for renewals, upsells and cross-sell, and contributing to the continuous improvement of our product and services. Your customer-centric mindset and ability to turn insights into action will be essential in maximizing value for our users and for Terra Matters.

Responsibilities :

1. Customer Onboarding & Education

Lead onboarding sessions, product walkthroughs, and training for customers, virtually or in person.
Build scalable onboarding and educational materials (guides, videos, FAQs, etc.).

2. Customer Support

• Serve as the main point of contact for customer support requests ensuring timely and effective resolution of issues.
• Maintain comprehensive records of user interactions, technical issues, and resolutions, and work with the Product team to drive improvements.

3. Adoption, Retention & Growth

• Monitor product usage, analyse activation/retention metrics, and proactively reach out to users to drive engagement through their lifecycle stages.
• Identify friction points in the customer journey and work with internal stakeholders to resolve them.
• Build feedback loops that influence product roadmap priorities.

4. Pipeline & Relationship Management

• You are responsible for revenue from the existing customer base through recurring customer generation (e.g. renewals, upselling, cross-selling).
• Drive NPS (Net Promoter Score), testimonials, and case studies.
• Represent the “voice of the customer” during internal discussions and while working on cross-functional projects.

Qualifications and Skills :

1. Core Competencies :

• Bachelor’s degree in Business and/or Information Technology or related field.
• 3–5 years of experience in customer success (ie. account management), customer support, or a similar user-facing role—ideally in a SaaS or digital platform environment.
• Proven ability to manage a customer portfolio, drive renewals, upselling and cross-selling opportunities, and maintain a structured pipeline.
• Strong commercial acumen with the ability to adapt your message to different customer profiles and lead value-driven conversations.
• Solid understanding of customer lifecycle management and best practices in user engagement.

2. Technical Skills :

• Proficiency with SaaS platforms and digital customer support tools.
• Comfortable navigating databases, software environments, and basic technical configurations.
• Ability to translate technical concepts into clear, accessible explanations for users.

3. Training and Documentation :

• Demonstrated experience designing and delivering training sessions, whether in person or online.
• Strong ability to craft clear, structured documentation (guides, tutorials, FAQs, troubleshooting steps) that supports scalable user education.

4. Communication and Relationship Management :

• Excellent spoken and written communication skills in English and French ; German or Luxembourgish are considered an asset.
• Strong interpersonal abilities with a talent for building trust, nurturing user relationships, and representing customer needs internally.

5. Other Skills :

• Interest or knowledge in circular economy principles and sustainable business practices is a strong plus.
• Flexible, proactive, and comfortable working independently in a fast-moving environment.
• Strong problem-solving mindset with the ability to adapt quickly and collaborate across teams.

Package : competitive 12 months base salary, annual performance-based bonus, meal vouchers, 30 days paid vacation, home working flexibilities after trial period.
Location : Bettembourg (Luxembourg)
Type : Full-Time, private contract
Application Deadline : December 31st, 2025
Contact : for any questions, please contact us at info@terramatters.net.

If you’re interested in joining this exciting journey and advancing the circular economy for creating a more sustainable future, please submit your application, including your resume and a cover letter detailing your relevant experience and motivation for joining Terra Matters G.I.E. External references might be requested depending on the interview process and your profile.