Head of Customer Success

2 weeks ago

Chicago, IL, United States Choco Communications GmbH Full time
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?

Here's what we're up to: https://bit.ly/4fyXonB

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.
What You'll Do
  • 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.
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.

Choco was founded in 2018 in Berlin. Now, we are a dedicated team of over 200 Chocorians across Europe and the US. We seek hungry and humble individuals who embrace hard work, put our team first, and are committed to building a lasting company. Our mission demands urgency and speed while maintaining a long-term vision.

In just five years, Choco has raised $328.5 million and achieved unicorn status in 2022, with a valuation of $1.2 billion. We're supported by some of the world's best investors like Bessemer Venture Partners, Insight Partners, Coatue Management, and LeftLane Capital.

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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