Customer Success Manager

Choco GmbH

Job Overview

Location

Chicago

Job Type

Full-time

Full Job Description

📋 Description

• As a Customer Success Manager at Choco GmbH, you will play a pivotal role in advancing the company’s mission to create a sustainable global food system by ensuring distributors derive maximum value from the Choco AI platform, directly contributing to reduced food waste and improved operational efficiency across the supply chain.
• You will own the end-to-end customer lifecycle for high-value distributor accounts, driving retention, expansion, and satisfaction by acting as the trusted advisor and primary point of contact from onboarding through renewal and beyond.
• Manage a portfolio of high-value distributor accounts, taking full ownership of the post-sales experience, relationship growth, and commercial performance, including monitoring health scores and driving strategic account plans.
• Take over the customer relationship after close and own the entire customer lifecycle, from onboarding through renewal, ensuring seamless transitions and consistent value delivery at every stage.
• Lead customer onboarding by preparing and delivering tailored trainings to ensure a seamless launch and strong early adoption, aligning platform capabilities with customer workflows and business goals.
• Spend 1–2 days on site with customers during training and go-live to support launch and fully equip teams to integrate Choco AI into their daily operations, providing hands-on guidance and troubleshooting.
• Drive ongoing product adoption and value realization, acting as the primary point of contact for your customers, proactively identifying usage gaps and recommending best practices to maximize ROI.
• Identify and own renewal, upsell, and expansion opportunities while proactively managing churn risk across your portfolio, leveraging data and customer insights to time interventions effectively.
• Liaise closely with cross-functional internal teams (Integrations, Product, Finance, Marketing) to ensure timely delivery of solutions aligned with customer needs, translating feedback into actionable product improvements.
• Act as the voice of the customer internally by sharing insights, learnings, and feedback to improve product development, go-to-market initiatives, and internal processes, influencing roadmap priorities and customer-facing materials.
• The Customer Success team at Choco is a mission-driven, collaborative group dedicated to helping food service distributors modernize their operations through AI-powered automation, ensuring they operate more profitably and sustainably.
• Choco is a fast-growing, purpose-led unicorn founded in 2018 with over 200 employees across Europe and the US, backed by top-tier investors and committed to building a lasting company where hunger, humility, and hard work are valued.
• In this role, you will develop deep expertise in SaaS customer success, AI-driven supply chain technology, and enterprise account management, positioning yourself as a strategic advisor in a high-impact industry.
• You will have the opportunity to influence product direction through customer insights, lead complex implementations, and grow into leadership roles as Choco scales its global footprint and deepens its market penetration.

🎯 Requirements

• 3–4 years of experience in client-facing roles such as project management, implementation, account management, or customer success within a fast-paced SaaS environment.
• Proven ability to build strong relationships and communicate complex technical solutions clearly to both technical and non-technical stakeholders, including executives and operations teams.
• Strong analytical and problem-solving skills, with the aptitude to quickly diagnose issues, implement proactive solutions, and maintain high standards of detail and execution.

🏖️ Benefits

• Hybrid work model: in-office collaboration on Tuesday, Wednesday, and Thursday, with flexibility to work remotely on Monday and Friday.
• Opportunity to join a mission-driven unicorn company actively working to reduce global food waste through innovative AI technology.
• Access to professional growth in a high-impact, fast-scaling environment with exposure to cross-functional initiatives and leadership development.

Skills & Technologies

Onsite

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Choco GmbH

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About Choco GmbH

Choco is a B2B food wholesale marketplace that connects restaurants and food businesses with their suppliers. The platform digitizes the ordering process, making it more efficient, transparent, and sustainable. Restaurants can easily browse products, place orders, and manage deliveries, while suppliers gain access to a wider customer base and streamlined order management. Choco aims to reduce food waste and improve the overall efficiency of the food supply chain by leveraging technology. The company operates in several European markets, serving a diverse range of food businesses from small cafes to large catering companies.

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