Head of Customer Success

6 days ago

Chicago, United States Socotra, Inc. Full time

To solve one of the largest problems of our generation we need to get the world’s best talent.

We are on a mission to enable the global food system to become sustainable. Our technology is enabling thousands of restaurants, wholesalers, and producers across 7 countries to operate waste-free and efficiently already today. Yet, this is a drop into the ocean. We just started. Our goal to connect the global food system is extremely ambitious and complex. A problem of this magnitude and complexity requires a massive scale and only the best people will be able to solve it. We are gathering the best people globally together in order to succeed in our mission. Are you in?

For us, it is always team-first. Teams in which everyone subordinates their individual success to the team's success will win against teams that don't. Can you put your ego aside?

We are looking for the hungry underdogs that will rather fail than not try. We look for humility because it makes us learn faster. And we look for people who understand that hard work is necessary and that shortcuts don’t exist. We are playing the long game and want to build a truly generational company.

Our mission requires us to be fast. We believe that urgency is a mindset. We look for people who act with speed in everything they do, yet never lose sight of the bigger picture.

Fun plays an important role. We want to succeed and celebrate when we do. It is important to us that our people form real bonds in and outside of work.

We have no small plans, we are assembling a championship team, with people that take real ownership of our company’s long-term success. If you feel this is for you, then deep inside you, you might be already one of us.

See what we’ve been up to: bit.ly/3BX0kYj

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:

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

  2. 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.

  3. 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.

  4. 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.

  5. 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.

  6. 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:

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

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

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

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

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

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

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

Choco was founded in Berlin in 2018 and has since expanded to a team of over 400 committed Chocorians working from Choco offices in the US, France, Belgium, Germany, Austria, the UK, and Spain. Our ordering app is used by over 15K buyers and over 10K suppliers around the globe - processing hundreds of thousands of tons of food every month.

We raised over $280mn from some of the world’s best investors like Bessemer Venture Partners, Insight Partners, Coatue Management, and LeftLane Capital. We are the first unicorn to reduce food waste.

We’re working alongside those who built companies like Google, Facebook, Amazon, Uber, Rocket Internet, and more.

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.

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