About the role
Join Choco, where we build and own solutions that reshape a broken food system. The global food supply chain is inefficient by design. Waste is high, margins are thin, and most distributor order processes are done over the phone, tracked across broad spreadsheets, and based on intuition rather than strong data. At Choco, we’re changing that. We build software used daily by food distributors and their customers to run their business. It automates orders, reduces errors, and helps operations run faster and more reliably. Because it’s embedded in daily operations, our SaaS platform has immediate, real-world impact, on efficiency, margins, and how businesses run day to day. As a Customer Success Manager , you'll take ownership of a portfolio of ~70 SMB and mid-market distributor accounts that have successfully completed implementation. Your focus is on customer retention, renewals, and expansion—ensuring customers continue to realise value from Choco long after go-live. This is a builder role. You'll thrive if you enjoy creating structure where there isn't any, navigating ambiguity, and solving complex customer challenges in a fast-growing environment. This is primarily an in-office role (4–5 days/week) based in London.
What you'll do Own a portfolio of ~70 SMB and mid-market distributor accounts from implementation handover through renewal, driving retention, expansion, and long-term customer success. Build trusted relationships with customers, helping them maximise adoption of Choco's solutions and identify opportunities to grow their partnership with us. Own commercial outcomes for your portfolio, including renewals, upsell opportunities, and reducing churn. Act as the primary strategic partner for your customers, proactively identifying risks, solving operational challenges, and ensuring they achieve measurable business outcomes. Partner closely with Product, Integrations, Finance, Marketing, Sales, and Implementation to remove blockers and continuously improve the customer experience. Translate customer feedback into scalable product and process improvements as we continue to build our Customer Success function. What you bring 2-4 years of experience in Customer Success, Account Management, or another customer-facing role where you've owned customer relationships and commercial outcomes. Experience managing a portfolio of customers with responsibility for retention, renewals, and growth. A builder mindset - you enjoy working through ambiguity, creating scalable processes, and tackling new challenges rather than operating in a highly structured environment. Strong commercial judgment and the ability to balance customer needs with business impact. Excellent communication skills, with the ability to build trusted relationships and explain technical concepts in a clear, practical way. Native in German and English (C1/C2), both written and spoken. What you get Work on digitalizing core operating systems for food distributors, automating orders, sales and payments in a system that still largely runs on calls and spreadsheets. Work with an AI product with proven product–market fit, already embedded in distributor workflows and directly affecting order accuracy, speed, and margins. Join a global team across 6 countries and 40+ nationalities, building a company that has raised $300M+ and reached unicorn status (~$1.2B valuation) with the ambition to define this category end-to-end. In return, you get real ownership, equity, and the support to do your best work, including competitive
