Senior Customer Success Manager

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

Senior Customer Success Manager

Choco is scaling its enterprise business across Europe, working with some of the most complex and high-value customers in the food supply chain.

As a Senior Customer Success Manager, you will take full ownership of the post-sales relationship for a portfolio of strategic accounts, driving retention, expansion, and long-term value. You will act as a strategic partner to your customers: navigating complex stakeholder environments, leading executive relationships, and ensuring Choco delivers measurable impact across their operations.

This role sits at the intersection of commercial ownership and operational excellence - owning NRR, driving adoption, and shaping how we scale Customer Success for enterprise.

What You’ll Do

• Own a portfolio of Choco’s most complex, high-value customers and act as a trusted advisor to senior stakeholders (incl. C-level)

• Drive retention and expansion with full ownership of NRR (renewals, upsell, cross-sell)

• Build and execute account plans, QBRs, and long-term success strategies

• Lead escalations and ensure product adoption and continuous value delivery

• Collaborate cross-functionally with Sales, Implementation, Product, Customer Care and Solutions teams

• Translate customer insights into improvements and contribute to scalable CS playbooks

What You Bring

• 5-7+ years of experience in Customer Success, Account Management, or similar roles in SaaS or tech with roven track record of owning renewals and driving expansion (NRR)

• Experience managing complex, multi-stakeholder enterprise accounts with technical understanding of complex products (e.g. ERP systems, integrations, data flows)

• Strong commercial mindset combined with structured, reliable execution and ability to navigate ambiguity and operate in high-pressure environments

• Strong communication skills in French and English (Spanish or Italian is a plus) with credibility at senior stakeholder level

Why Choco

• Own and grow some of our most strategic enterprise relationships with direct impact on revenue through retention and expansion

• Work cross-functionally on high-impact, complex challenges

• Join a mission to digitize the food supply chain and reduce food waste, and help define how Customer Success scales in an AI-first company

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.