Senior Customer Success Manager

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.
We’re not solving a simple or an abstract problem, it’s messy, operationally complex, and high-stakes.

As Senior Customer Success Manager, you will own the post-sales relationship and revenue performance of enterprise accounts end-to-end and make it work in the real world.

You’ll build and manage account strategies, adoption plans, and commercial growth across complex customers, used by enterprise distributors and their teams, and be accountable for whether they actually drive retention, expansion, and operational impact, not just whether they are managed.

What you’ll do

• Own a portfolio of enterprise customers from onboarding through long-term value delivery

• Build and execute account plans used to drive retention, adoption, and expansion

• Work through complex stakeholder environments, unclear requirements, and operational constraints to deliver outcomes

• Make decisions that directly impact NRR, customer retention, and revenue growth

• Improve customer adoption, engagement, and long-term value across accounts

• Take responsibility for renewals, upsell, cross-sell, and escalations

• Collaborate with Sales, Implementation, Product, Customer Care, and Solutions teams to drive outcomes

What you bring

• 5–7+ years of experience in Customer Success, Account Management, or similar roles with ownership of outcomes

• Comfort operating complex customer relationships and technical products in ambiguous environments

• Strong judgment in real-world trade-offs between customer needs, product limitations, and business impact

• Accountability when customer outcomes are at risk and the drive to fix them

• Fluency in French and English (Spanish or Italian is a plus)

• 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 compensation, health and wellbeing support, and long-term benefits like a sabbatical (all localized by office).

• Collaborate with people who want to own outcomes in a messy, real-world system and make it work at scale.

If you want to work on real problems, take ownership, and raise the bar, we should talk.

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.