Enterprise Customer Success Manager

At Too Good To Go, we have an ambitious mission: to inspire and empower everyone to fight food waste together.

More than 1/3 of all food produced in the world is wasted. And that has a huge impact on the health of our planet. 10% of greenhouse gas emissions come from food waste and loss.

Through our marketplace app, we connect businesses that have unsold, surplus food, with consumers who can buy and enjoy it at a discount of the retail value. We are a certified B Corporation with a mission to empower everyone to take action against food waste. Alongside our marketplace app, we create educational tools, explore new business solutions, and influence legislation to help reduce food waste.

We’re looking for an exceptional Enterprise Customer Success Manager to join the team at Too Good To Go to lead the US partnerships.  

Your role:

We are seeking a proactive and strategic Enterprise Customer Success Manager to strengthen and expand our relationships with key account partners and uncover opportunities to save meals. In this role, you will be the driving force behind the success of our most important client partnerships, ensuring that each relationship is managed with a consultative, data-driven approach. You will oversee the implementation and the lifecycle of client programs, working closely with Sales, Store Operations, and Marketing teams to maximize value and contribute to our mission of reducing food waste. 

Your key responsibilities will include identifying opportunities to retain and expand meals saved within your client portfolio, developing and implementing strategic account plans, and conducting Quarterly Business Reviews (QBRs). You will also be responsible for cultivating and sustaining strong relationships with major and complex key account partners through HQ. This includes managing the entire account lifecycle, delivering value, driving new category adoption, and focusing on store(s) retention.

Key Responsibilities:

• Drive Customer Success: Own the health and success of your customers from launch through expansion, with a focus on optimizing meals saved.
• Analyze and Manage Risks: Analyze store data to forecast meal savings accurately. Identify, communicate, and manage store risks proactively throughout the year, and lead in developing resolution strategies.
• Provide Consultative Support: Offer expert recommendations on food-saving practices and suggest additional business units to key accounts.
• Lead Client Meetings: Regularly lead and present at client meetings, both in-person and via video conference, to ensure alignment and progress.
• Onboard and Train: Oversee the execution of client programs, ensuring they are implemented effectively and deliver the expected value. Train new stores, collaborating with both store-level contacts and senior stakeholders to ensure a smooth process.
• Manage Portfolio Autonomously: Take ownership of your portfolio, maintaining strong relationships and meeting business KPIs independently.
• Map Organizational Hierarchy: Develop and maintain an account stakeholder matrix by mapping the account’s organizational hierarchy.
• Enhance Team Scalability: Contribute to the scalability of the key account team through effective documentation and process optimization.
• Advocacy and Impact: Act as the voice of the client within Too Good To Go, advocating for their needs and contributing to our mission of reducing food waste through successful partnerships.

As a proactive, organized and experienced “quarterback”, you will excel in the following areas:

• Communication: Polished and effective communication with stakeholders and team members to ensure that we deliver a high quality client engagement with our key account.
• Technical Skills: Experience with sales CRM, project management and analysis tools like..  Salesforce, Ninja, Looker, Asana, as is a high competency with google drive (sheets, docs, decks). 
• Problem-Solving Skills: Critical thinking and adaptability are essential for identifying and addressing issues as they arise during the project.
• Project Management: Meeting monthly meals saved milestones is critical, so time management skills and the ability to work in multiple stages of launch for different regions is imperative.
• Organizational Skills: Effective documentation and resource management to ensure will be critical to the successful launch and continued rollout of our key partner. 
• Cool Cucumber:  The ideal candidate is an individual who