Head of Customer Success

3 days ago


Chicago, Illinois, United States Choco Communications GmbH Full time
Job Title: Head of Customer Success

At Choco Communications GmbH, we're on a mission to revolutionize the food industry by optimizing the way food is sold, ordered, distributed, and financed. Our AI-powered software connects distributors with their customers to operate waste-free and efficiently. We're seeking a seasoned professional to lead our Customer Success team and drive customer satisfaction, retention, and growth.

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.
  • 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.
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 Communications GmbH 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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