Head of Customer Success

4 days ago


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

Choco is a leading provider of AI-focused software solutions for the global food system. We are seeking an experienced Head of Customer Success to join our team in Berlin, Germany.

About the Role:

The Head of Customer Success will be responsible for leading our 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.

Key Responsibilities:
  • Lead, mentor, and develop a high-performing team of customer success and implementation managers, fostering a culture of collaboration and continuous improvement.
  • 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.
  • Collaborate with cross-functional teams, particularly product and integrations, to ensure a seamless customer journey and consistent delivery of value to customers.
  • Build strong relationships with top customers, serving as a trusted advisor and point of escalation for any issues.
  • Track KPIs across growth, net revenue retention, and NPS to measure the effectiveness of the Customer Success team.
Requirements:
  • 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.
About Choco:

Choco was founded in 2018 in Berlin and has since grown to become a dedicated team of over 300 Chocorians across Europe and the US. We are committed to ensuring that our technology is available and accessible to everyone and are an equal opportunity employer.



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