Team Lead Customer Success, Germany

**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?**

We’re looking for a **Customer Success Team Lead (Germany)** 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 **create structure, coach a growing team**, and **drive commercial outcomes** with a customer base that ranges from **family-owned SMBs to larger distribution partners**.

This role is ideal for someone who has **mentored CSMs or led small teams**, 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.

**What You’ll Do**:

- ** Lead and coach** a team of Customer Success Managers in the DACH region (currently 2-3 team members)
- Act as **point of escalation** and support in strategic meetings; step into day-to-day customer management when needed (e.g. sick leave, absences, high-pressure phases)
- Support the team in **managing a diverse portfolio** of SMB customers and selected larger accounts, balancing high-touch and scaled engagement
- ** Define and implement** scalable Customer Success frameworks (onboarding, QBRs, account planning, churn prevention, etc.)
- Drive **commercial success** through proactive ownership of **retention and expansion** levers across the team’s book of business
- Create visibility into account health and team progress through clear documentation, rituals, and KPIs
- Collaborate cross-functionally with Sales, Ops, Product, and Solution Engineering to ensure a seamless post-sales experience
- Help shape hiring, onboarding, and coaching as we grow the CS team in Germany

**What We’re Looking For**:

- 4-6+ years of experience in **Customer Success or Account Management** within B2B SaaS with a proven track record of owning **renewals and expansions**
- Experience managing **non-digital-native customers**, ideally **family-owned SMBs or operational stakeholders**
- Hands-on attitude: willing to step in during crunch times and support accounts directly
- Experience **mentoring, coaching and leading**multiple CSMs
- Strong communicator who thrives in cross-functional settings and can represent CS in strategic meetings
- Comfortable building processes from scratch, not just optimizing existing systems
- Experience working with both **SMB and enterprise-light** accounts (ideally in distribution, supply chain, or marketplaces) would be a plus

**What's In It For You**:

- ** A true leadership opportunity from day one**
Step 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.
- ** Build from the ground up — without starting from zero**
We’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.
- ** Clear impact, not just KPIs**
Drive 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.
- ** Close collaboration with experienced leadership**
Work 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.
- ** A product with purpose and traction**
Choco is solving real problems for thousands of food suppliers and distributors, this is about meaningful tech adoption in a historically underserved space.
- ** Career progression without the wait**
This 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.
- ** A culture that values ownership over ego**
You’ll join a team that’s humble, collaborative, and gets things done. We operate with transparency, speed, and a shared sense of purpose.

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 co