Customer Success Team Manager, UK&I

Choco Communications GmbH; London; On-site; GBP 50,000 - 90,000; Full time

Job summary

An innovative firm is seeking a Team Manager of Customer Success to lead a dynamic team in London. This pivotal role involves driving customer success metrics, coaching team members, and fostering a collaborative culture. You'll be instrumental in managing key distributor accounts and ensuring exceptional customer experiences. Join a rapidly growing company that values sustainability in the food industry and is committed to transforming how food is sold and distributed. If you're passionate about leading teams and making a significant impact, this opportunity is perfect for you.

Qualifications

• 5+ years in Customer Success or Account Management, with 2+ years in leadership.
• Experience managing enterprise-level clients in a B2B tech environment.

Responsibilities

• Lead and develop a team of Customer Success Managers.
• Drive team performance by setting and monitoring KPIs.
• Ensure successful onboarding and relationship management.

Skills

Customer Success Management

Team Leadership

Analytical Thinking

Interpersonal Skills

Process Improvement

Education

Bachelor's Degree

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

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

As Team Manager of Customer Success, UK&I, you will lead and grow a team of Customer Success Managers responsible for driving adoption, retention, and expansion within our distributor accounts. Based in London, this role is pivotal in ensuring the UK market delivers against key customer success metrics while continuously developing team capabilities and performance. You'll be both a strategic operator and hands-on coach, focused on scaling best-in-class customer experiences and career development within your team.

What You'll Do

1. Lead and Develop the UK CS Team: Manage a team of ~4+ Customer Success Managers (CSMs), providing coaching, mentorship, and support in their personal development, performance goals, and career progression.
2. Drive Team Performance: Set and monitor clear KPIs (retention, revenue, upsell, onboarding efficiency) across the team and implement strategies to continuously exceed targets.
3. Ensure Customer Success: Oversee the successful onboarding, relationship management, and growth of Choco's key distributor accounts across the UK.
4. Be a Culture Carrier: Foster a collaborative, feedback-driven culture built on accountability, ownership, and continuous learning.
5. Support Strategic Partnerships: Collaborate with Sales, Product, and Operations to ensure CSMs are equipped to deliver tailored solutions and value to each partner.
6. Standardize and Scale Processes: Refine and roll out success frameworks, playbooks, and reporting tools to enable consistent delivery of customer outcomes across the UK region.
7. Customer Advocacy: Regularly gather customer feedback and partner with internal teams to ensure it drives product innovation, operational improvements, and GTM adjustments.
8. Team Hiring & Onboarding: Play an active role in scaling the UK CS team by recruiting and onboarding new hires as we grow.

Who You Are

• 5+ years of experience in Customer Success, Account Management, or a similar client-facing role, with at least 2+ years in a people management or team leadership position.
• Proven ability to manage and coach high-performing, mid-sized teams in a fast-paced, B2B tech or SaaS environment.
• Deep experience managing enterprise-level clients, ideally in the UK market.
• Exceptional communication and interpersonal skills—comfortable interfacing with senior internal stakeholders and client executives alike.
• Strong analytical thinking with a results-oriented mindset and ability to translate strategy into action.
• Highly organized with a passion for process improvement, systems, and scalable growth.
• Team-first mentality with a genuine interest in coaching and helping others succeed.

Why Join Choco

• Be at the forefront of digital transformation in the food industry.
• Lead a high-impact team that directly shapes the success of our UK market.

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.