Head of Customer Success

Choco is on a mission to enable the global food system to become sustainable by optimizing the way food is sold, ordered, distributed, and financed. Our AI-focused software connects distributors with their customers to operate waste-free and efficiently. A problem of this magnitude requires a massive scale and only the best people will be able to solve it. Are you in?

Here’s what we’re up to: https://bit.ly/4fyXonB

Job Summary: The Head of Customer Success will be responsible for overseeing the Customer Success team, including Customer Success Managers and Implementation Managers. This role will focus on driving customer satisfaction, retention, and growth by developing and implementing strategies that enhance the customer experience and accelerate the utility of Choco. The ideal candidate will possess strong leadership skills, a deep understanding of customer success best practices, and a passion for helping customers achieve their goals.

Key Responsibilities:

• Leadership & Management: Lead, mentor, and develop a high-performing team of customer Success and Implementation Managers, fostering a culture of collaboration and continuous improvement.

• Customer Success Strategy: Develop and implement customer success strategies to increase customer retention, satisfaction, and advocacy, such as developing customer roadmaps, customer success stories and streamlining QBR delivery.

• Cross Functional Impact: Collaborate with cross-functional teams, particularly product and integrations, to ensure a seamless customer journey and consistent delivery of value to customers. This includes deploying new products and tools into customers, and serving as a conduit for the cross functional teams to access the installed base.

• Customer Relationship Management: Build strong relationships with top customers, serving as a trusted advisor and point of escalation for any issues. Analyze customer feedback and data to identify opportunities for improvement, inform product roadmap prioritization and accelerate innovation.

• Performance Metrics & Reporting:Track KPIs across growth, net revenue retention and NPS to measure the effectiveness of the Customer Success team. Prepare and present regular reports on customer success metrics, progress, and insights.

• Process Improvement:Continuously evaluate and implement customer success processes, tools, and methodologies by identifying gaps or challenges in the customer success lifecycle. Leverage insights to make decisions across team structure such as book of business size and customer communication cadences.

Qualifications:

• Bachelor’s degree in Business, Communications, or a related field.

• 5+ years of experience in customer success, account management, or related roles, with at least 2 years in a leadership position.

• Proven track record of driving customer success initiatives and achieving results.

• Strong leadership and team management skills, with experience managing direct reports.

• Excellent communication, interpersonal, and problem-solving skills.

• Ability to analyze data and make informed decisions to improve customer success outcomes.

• Familiarity with CRM tools such as SFDC and technical project management software.

Choco was founded in 2018 in Berlin. Now, we are a dedicated team of over 200 Chocorians across Europe and the US. We seek hungry and humble individuals who embrace hard work, put our team first, and are committed to building a lasting company. Our mission demands urgency and speed while maintaining a long-term vision.

In just five years, Choco has raised $328.5 million and achieved unicorn status in 2022, with a valuation of $1.2 billion. We're supported by some of the world’s best investors like Bessemer Venture Partners, Insight Partners, Coatue Management, and LeftLane Capital.

Choco is an equal opportunity employer. We encourage people from all backgrounds to apply. We are committed to ensuring that our technology is available and accessible to everyone. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law.