Customer Success Manager

Choco • Chicago, IL

15h • Hybrid

About The Position

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
Meet your team
Our Customer Success team ensures vendors get real value from the Choco platform at every stage, setting them up for a strong start and supporting them all the way through to long-term, sustainable growth. We help food service distributors modernize their operations through AI. Choco AI automatically processes omnichannel orders directly into a distributor's system within seconds, giving them one place to manage every customer interaction and run a more profitable, less wasteful business.
The role & responsibilities
Manage a portfolio of high-value distributor accounts, taking full ownership of the post-sales experience, relationship growth, and commercial performance
Take over the customer relationship after close and own the entire customer lifecycle, from onboarding through renewal
Lead customer onboarding by preparing and delivering trainings to ensure a seamless launch and strong early adoption
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
Drive ongoing product adoption and value realization, acting as the primary point of contact for your customers
Identify and own renewal, upsell, and expansion opportunities while proactively managing churn risk across your portfolio
Liaise closely with cross-functional internal teams (Integrations, Product, Finance, Marketing) to ensure timely delivery of solutions aligned with customer needs
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
Who we’re looking for
3 - 4 years in client-facing project management, implementation, account management or customer success in a fast-paced SaaS environment
You have a strong work ethic with the motivation to always improve and grow for yourself and the team
You have a can do attitude, are willing to roll up your sleeves and get stuff done
You are an amazing relationship builder and natural communicator who is comfortable articulating complex technical solutions to internal and external stakeholders
You are able to understand a problem, get the crux of an issue quickly and implement solutions proactively
You have strong attention to detail, set and maintain high standards
You are a huge team player and have a team-first mentality
We are in office T/W/Th and offer work from home on M/F
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.

Requirements

• 3 - 4 years in client-facing project management, implementation, account management or customer success in a fast-paced SaaS environment
• You have a strong work ethic with the motivation to always improve and grow for yourself and the team
• You have a can do attitude, are willing to roll up your sleeves and get stuff done
• You are an amazing relationship builder and natural communicator who is comfortable articulating complex technical solutions to internal and external stakeholders
• You are able to understand a problem, get the crux of an issue quickly and implement solutions proactively
• You have strong attention to detail, set and maintain high standards
• You are a huge team player and have a team-first mentality

Responsibilities

• Manage a portfolio of high-value distributor accounts, taking full ownership of the post-sales experience, relationship growth, and commercial performance
• Take over the customer relationship after close and own the entire customer lifecycle, from onboarding through renewal
• Lead customer onboarding by preparing and delivering trainings to ensure a seamless launch and strong early adoption
• 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
• Drive ongoing product adoption and value realization, acting as the primary point of contact for your customers
• Identify and own renewal, upsell, and expansion opportunities while proactively managing churn risk across your portfolio
• Liaise closely with cross-functional internal teams (Integrations, Product, Finance, Marketing) to ensure timely delivery of solutions aligned with customer needs
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed