Senior Customer Success Manager, Choco
Enabling a sustainable food system
Be an early applicant
Enabling a sustainable food system
201-500 employees
Be an early applicant
201-500 employees
Company mission
To lead a change in one of the oldest industries on the planet.
Role
Who you are
- 5-7+ years of experience in Customer Success, Account Management, or similar roles in SaaS or tech with roven track record of owning renewals and driving expansion (NRR)
- Experience managing complex, multi-stakeholder enterprise accounts with technical understanding of complex products (e.g. ERP systems, integrations, data flows)
- Strong commercial mindset combined with structured, reliable execution and ability to navigate ambiguity and operate in high-pressure environments
- Strong communication skills in French and English (Spanish or Italian is a plus) with credibility at senior stakeholder level
What the job involves
- As a Senior Customer Success Manager, you will take full ownership of the post-sales relationship for a portfolio of strategic accounts, driving retention, expansion, and long-term value.
- You will act as a strategic partner to your customers: navigating complex stakeholder environments, leading executive relationships, and ensuring Choco delivers measurable impact across their operations
- This role sits at the intersection of commercial ownership and operational excellence - owning NRR, driving adoption, and shaping how we scale Customer Success for enterprise
- Own a portfolio of Choco’s most complex, high-value customers and act as a trusted advisor to senior stakeholders (incl. C-level)
- Drive retention and expansion with full ownership of NRR (renewals, upsell, cross-sell)
- Build and execute account plans, QBRs, and long-term success strategies
- Lead escalations and ensure product adoption and continuous value delivery
- Collaborate cross-functionally with Sales, Implementation, Product, Customer Care and Solutions teams
- Translate customer insights into improvements and contribute to scalable CS playbooks
Our take
The restaurant industry has seen vast technological innovations throughout the last decade, yet the state of supply chain ordering and administration does not reflect this. Restaurants are still using archaic paperwork to order from suppliers, and this has the tendency to become clunky, inaccurate, and result in food waste. Choco exists to improve this situation by connecting restaurants and suppliers through its food ecosystem management software.
Choco isn't the only company to notice the potential for disruption in this space, but it has taken a unique approach by providing bespoke inventory applications and analytical tools to both restaurants and suppliers. Because of this, it has a large and rapidly growing userbase and its supply chain now links more than 31,000 businesses globally, with more than £1.2 billion in goods traded on its platform.
It's also raised large amounts of capital in several funding rounds and achieved unicorn status with a valuation exceeding $1 billion. It now has eyes on expansion, currently working with clients across the U.S. and Europe but also planning to begin operations in South America, the Middle East, and Asia in the near future.
Steph
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Feb 2023
$29.2m
LATE VC
Dec 2022
$38.6m
LATE VC
Total funding: $342.5m
Company HQ
Kreuzberg, Berlin, Germany
Leadership
Daniel Khachab
(Co-Founder & CEO)Experienced as Global Venture Development Manager and CEO of Rocket Internet SE.
Julian Hammer
(Co-Founder)Before co-founding Choco, they freelanced in Product & Marketing with Ace & Tate, BuzzHire and UpLabs. Before that, they were a Senior Venture Associate with EPIC Companies and the Head of Marketing Intelligence for Global Savings Group.
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