Team Lead Customer Success, Germany

\u003cp style=\"min-height:1.5em\"\u003e\u003cstrong\u003eChoco 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?\u003c/strong\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003eHere’s what we’re up to: \u003ca target=\"_blank\" rel=\"noopener noreferrer nofollow\" href=\"https://bit.ly/4fyXonB\"\u003e\u003cu\u003ehttps://bit.ly/4fyXonB\u003c/u\u003e\u003c/a\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003eWe’re looking for a \u003cstrong\u003eCustomer Success Team Lead (Germany)\u003c/strong\u003e to lead and evolve our post-sales function in a hands-on, high-impact way. While Choco is well-known in the market, our Customer Success motion in Germany is still in build mode, and we need someone who’s excited to \u003cstrong\u003ecreate structure, coach a growing team\u003c/strong\u003e, and \u003cstrong\u003edrive commercial outcomes\u003c/strong\u003e with a customer base that ranges from \u003cstrong\u003efamily-owned SMBs to larger distribution partners\u003c/strong\u003e.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003cbr /\u003eThis role is ideal for someone who has \u003cstrong\u003ementored CSMs or led small teams\u003c/strong\u003e, owned customer growth (renewals, expansions). You'll work closely with CS leadership in establishing the rhythms and playbooks that will enable scalable Customer Success at Choco.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003c/p\u003e\u003ch2\u003e\u003cstrong\u003eWhat You’ll Do\u003c/strong\u003e\u003c/h2\u003e\u003cul style=\"min-height:1.5em\"\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003cstrong\u003eLead and coach\u003c/strong\u003e a team of Customer Success Managers in the DACH region (currently 2–3 team members)\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eAct as \u003cstrong\u003epoint of escalation\u003c/strong\u003e and support in strategic meetings; step into day-to-day customer management when needed (e.g. sick leave, absences, high-pressure phases)\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003cstrong\u003eSupport the team in \u003cstrong\u003emanaging a diverse portfolio\u003c/strong\u003e of SMB customers and selected larger accounts, balancing high-touch and scaled engagement\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003cstrong\u003eDefine and implement\u003c/strong\u003e scalable Customer Success frameworks (onboarding, QBRs, account planning, churn prevention, etc.)\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eDrive \u003cstrong\u003ecommercial success\u003c/strong\u003e through proactive ownership of \u003cstrong\u003eretention and expansion\u003c/strong\u003e levers across the team’s book of business\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eCreate visibility into account health and team progress through clear documentation, rituals, and KPIs\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eCollaborate cross-functionally with Sales, Ops, Product, and Solution Engineering to ensure a seamless post-sales experience\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eHelp shape hiring, onboarding, and coaching as we grow the CS team in Germany\u003c/p\u003e\u003c/li\u003e\u003c/ul\u003e\u003ch2\u003e\u003cstrong\u003eWhat We’re Looking For\u003c/strong\u003e\u003c/h2\u003e\u003cul style=\"min-height:1.5em\"\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003e4–6+ years of experience in \u003cstrong\u003eCustomer Success or Account Management\u003c/strong\u003e within B2B SaaS with a proven track record of owning \u003cstrong\u003erenewals and expansions\u003c/strong\u003e\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eExperience managing \u003cstrong\u003enon-digital-native customers\u003c/strong\u003e, ideally \u003cstrong\u003efamily-owned SMBs or operational stakeholders\u003c/strong\u003e\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eHands-on attitude: willing to step in during crunch times and support accounts directly\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eExperience \u003cstrong\u003ementoring, coaching and leading \u003c\/strong\u003emultiple CSMs\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eStrong communicator who thrives in cross-functional settings and can represent CS in strategic meetings\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eComfortable building processes from scratch, not just optimizing existing systems\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eExperience working with both \u003cstrong\u003eSMB and enterprise-light\u003e accounts (ideally in distribution, supply chain, or marketplaces) would be a plus\u003c/p\u003e\u003c/li\u003e\u003c/ul\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003c/p\u003e\u003ch2\u003e\u003cstrong\u003eWhats In It For You\u003c/strong\u003e\u003c/h2\u003e\u003cul style=\"min-height:1.5em\"\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003cstrong\u003eA true leadership opportunity from day one\u003c\/strong\u003e\u003cbr \/\u003eStep into a formal leadership role with real ownership, you’ll manage and coach a team, shape how CS is done at Choco, and leave a lasting mark.\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003cstrong\u003eBuild from the ground up — without starting from zero\u003c/strong\u003e\u003cbr \/\u003eWe’re post–product-market fit, but early in CS maturity. You'll have the chance to design playbooks, processes, and cadences from scratch, with full leadership support.\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003cstrong\u003eClear impact, not just KPIs\u003c/strong\u003e\u003cbr \/\u003eDrive commercial outcomes (NRR, expansion, retention) in a space that’s still full of low-hanging opportunities. Your work will directly impact growth in the German market.\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003cstrong\u003eClose collaboration with experienced leadership\u003e\u003cbr \/\u003eWork side-by-side with our EMEA Director of Services and be part of key strategic accounts and decisions. Your input will shape how we scale.\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003cp style=\"min-height:1.5em\"\u003eA product with purpose and traction\u003c\/strong\u003e\u003cbr \/\u003eChoco is solving real problems for thousands of food suppliers and distributors, this is about meaningful tech adoption in a historically underserved space.\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003cstrong\u003eCareer progression without the wait\u003c/strong\u003e\u003cbr \/\u003eThis isn’t a “wait your turn” org. You’ll grow as fast as you execute, with the chance to scale your team and scope as the business expands.\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003cstrong\u003eA culture that values ownership over ego\u003c/strong\u003e\u003cbr \/\u003eYou’ll join a team that’s humble, collaborative, and gets things done. We operate with transparency, speed, and a shared sense of purpose.\u003c/p\u003e\u003c/li\u003e\u003c/ul\u003e\u003cp style=\"min-height:1.5em\"\u003eChoco 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.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003eIn 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.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003eChoco 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.\u003c/em\u003e\u003c/p