Head of Customer Success, Choco
$160-185k
Offers equity
Enabling a sustainable food system
Job no longer available
Enabling a sustainable food system
201-500 employees
Job no longer available
$160-185k
Offers equity
201-500 employees
Company mission
To lead a change in one of the oldest industries on the planet.
Role
Who you are
- 5+ years in Customer Success, Account Management, or a similar customer-facing role; 2+ years in a leading role
- Proven success owning regional CS strategy in a dynamic B2B SaaS or tech environment
- Strong strategic thinking, paired with the ability to execute quickly and effectively
- Excellent communicator capable of engaging both internal leaders and senior client executives
- A builder with a team-first mentality who thrives in ambiguous, fast-scaling environments
- We seek hungry and humble individuals who embrace hard work, put our team first, and are committed to building a lasting company
What the job involves
- 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?
- As Head of Customer Success, you will own the strategy, performance, and growth of Choco’s Customer Success function across the United States
- You’ll lead a scaling team of Customer Success Managers supporting our distributor accounts, while building the operational systems, processes, and talent engine needed to deliver exceptional customer value at scale
- This role blends high level strategy with hands on execution, placing you at the center of driving customer success, retention, and expansion across one of Choco’s most important markets
- You will partner closely with US commercial leadership, solution engineering, product, and operations to shape the future of Choco’s footprint in the distributor ecosystem
- As the senior CS leader for the region, you serve as the voice of the US customer internally and an executive presence externally
- Define and execute the US customer success strategy across onboarding, adoption, retention, and growth
- Translate company goals into market-specific CS OKRs, priorities, and operating plans for the region
- Lead, coach, and scale a team of CSMs, with responsibility for hiring, performance management, and long term org design
- Develop capability frameworks, career paths, and a culture of accountability, ownership, and continuous improvement
- Establish scalable CS processes and playbooks that support market growth
- Act as an executive sponsor for strategic distributor accounts, ensuring high impact value delivery
- Ensure the CS team is equipped to drive customer outcomes and strategic initiatives for complex partners
- Own regional performance across Gross Retention, Net Revenue Retention, onboarding efficiency, adoption, and expansion
- Create dashboards, forecasting rhythms, and weekly/monthly business reviews to monitor performance
- Partner with Sales, Product, and Operations to align on customer goals, market opportunities, and operational needs
- Provide structured, data-driven customer insights to influence product roadmap and GTM strategy
- Standardize success frameworks, reporting, onboarding processes, QBR flows, and renewal/expansion motions
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
$28.9m
LATE VC
Dec 2022
$38.1m
LATE VC
Total funding: $341.6m
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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