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?

Here’s what we’re up to: https://bit.ly/4fyXonB

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 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.