Senior Customer Success Operations Manager

Overview

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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

You will be a Senior Customer Success Operations Manager to strengthen the operational foundation of our post-sales revenue engine.

You will improve renewal forecasting, increase revenue predictability, and optimize the systems and data architecture that drive retention and expansion. Working at the intersection of Customer Success, Finance, BI, and Systems, you will shape how decisions are made and how revenue outcomes are delivered. This is a senior individual contributor role for someone who has built post-sales operations in scaling B2B SaaS environments and is ready to own a revenue-critical function.

What You\'ll Do

• Own and elevate renewal, churn, and expansion forecasting to increase leadership confidence in revenue projections
• Redesign and optimize Salesforce architecture impacting contracts, renewals, and lifecycle reporting
• Establish clear metric definitions and governance standards, and translate reporting into actionable insights that drive measurable impact for CS teams
• Enable CS leadership and CSMs to effectively use forecasting and reporting by embedding data literacy, clear operating rhythms, and practical guidance into daily execution
• Partner with Finance to improve revenue hygiene and strengthen forecasting alignment
• Drive prioritization and alignment with Systems to unlock high-impact operational improvements
• Build scalable processes that increase efficiency and create clarity across Customer Success
• Lead cross-functional initiatives from diagnosis through implementation and adoption, ensuring changes stick

What You\'ll Bring

• 5+ years in Customer Success Operations, Revenue Operations, or GTM Operations in B2B SaaS
• Proven experience owning or materially improving renewal and expansion forecasting
• Strong Salesforce architecture knowledge with hands-on experience impacting contracts and revenue reporting; experience with workflow tools (e.g., Monday.com) is a plus
• Demonstrated experience building or redesigning operational processes in high-growth, scaling environments
• High ownership mindset with accountability for business outcomes, not just deliverables
• Strong cross-functional influence and confidence working with senior stakeholders
• Fluent English (written and spoken)

If you are excited by the idea of shaping how a post-sales organization runs, and seeing your work translate directly into revenue outcomes, this role offers meaningful ownership, visibility, and growth.

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.

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