Application Guide

How to Apply for Senior Customer Success Operations Manager

at Choco

🏢 About Choco

Choco is revolutionizing the restaurant supply chain by digitizing ordering and communication between restaurants and suppliers, directly tackling food waste and sustainability challenges. Their mission-driven approach combines technology with tangible environmental impact, making it appealing for operations professionals who want their work to contribute to meaningful change beyond typical SaaS metrics.

About This Role

This Senior Customer Success Operations Manager role is central to scaling Choco's customer success function by owning revenue forecasting accuracy and Salesforce architecture optimization. You'll directly impact leadership's confidence in projections while building processes that enable CS teams to operate more efficiently in a high-growth environment focused on reducing food waste.

💡 A Day in the Life

You might start by analyzing renewal forecast variances in Salesforce, then collaborate with CS leadership to refine projections. Afternoon could involve mapping current contract processes to identify optimization opportunities, followed by designing new reporting dashboards that translate data into actionable insights for field teams. You'll regularly interface with both technical teams on system architecture and customer-facing teams on process adoption.

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Interview Prep

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🎯 Who Choco Is Looking For

  • Has 5+ years specifically in B2B SaaS Customer Success Operations with hands-on experience redesigning Salesforce objects related to contracts, renewals, and revenue reporting
  • Can demonstrate concrete examples of improving renewal and expansion forecasting accuracy in previous roles, preferably with metrics showing increased leadership confidence
  • Has experience building scalable operational processes in companies that grew from startup to scale-up phase, not just maintaining existing systems
  • Understands the unique challenges of supply chain or food tech SaaS, where customer success involves both digital adoption and real-world operational changes

📝 Tips for Applying to Choco

1

Quantify your forecasting improvements: Instead of saying 'improved forecasting,' specify 'increased renewal forecast accuracy from 75% to 92% over 6 months by implementing X methodology'

2

Highlight specific Salesforce architecture changes you've made: Mention particular objects, flows, or reporting structures you've redesigned for contracts or renewals

3

Connect your experience to Choco's mission: Show how your operations work in previous roles supported sustainability or efficiency goals, even if indirectly

4

Demonstrate scaling experience: Provide examples of processes you built that worked at 50 customers vs. 500 customers, showing you understand growth challenges

5

Use Choco's terminology: Reference 'food waste reduction' and 'supply chain communication' in your application to show you've researched their specific value proposition

✉️ What to Emphasize in Your Cover Letter

['Your hands-on experience with Salesforce architecture redesign specifically for contract management and renewal reporting', "Concrete examples of how you've increased forecasting accuracy and leadership confidence in previous B2B SaaS roles", 'Your approach to building scalable processes in high-growth environments, with emphasis on creating clarity across customer success teams', "Why Choco's mission to reduce food waste resonates with you and how your operations experience can support that goal"]

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🔍 Research Before Applying

To stand out, make sure you've researched:

  • → Choco's specific approach to reducing food waste: understand their technology's role in the supply chain and how customer success contributes to this mission
  • → The restaurant supply chain industry: research current pain points in food ordering and communication between restaurants and suppliers
  • → Choco's growth stage and funding: understand where they are in their scaling journey to tailor your examples appropriately
  • → Their customer base: research what types of restaurants and suppliers use Choco to understand the CS team's challenges

💬 Prepare for These Interview Topics

Based on this role, you may be asked about:

1 Walk me through how you would redesign Salesforce architecture for contract lifecycle management at a company like Choco with complex renewal cycles
2 How do you establish metric definitions and governance standards that both technical and non-technical stakeholders can adopt?
3 Describe a time you had to rebuild forecasting processes from scratch. What methodologies did you consider and why?
4 How would you translate customer success data into actionable insights for a team focused on reducing food waste in restaurant supply chains?
5 What scalable processes have you built that increased efficiency in previous roles, and how would you adapt them for Choco's specific challenges?
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⚠️ Common Mistakes to Avoid

  • Focusing only on maintaining existing systems rather than redesigning and optimizing architecture for scale
  • Presenting generic operations experience without specific B2B SaaS examples, especially in forecasting and Salesforce
  • Failing to connect your experience to Choco's mission around sustainability and food waste reduction
  • Using vague metrics like 'improved efficiency' without concrete numbers or methodologies

📅 Application Timeline

This position is open until filled. However, we recommend applying as soon as possible as roles at mission-driven organizations tend to fill quickly.

Typical hiring timeline:

1

Application Review

1-2 weeks

2

Initial Screening

Phone call or written assessment

3

Interviews

1-2 rounds, usually virtual

✓

Offer

Congratulations!

Ready to Apply?

Good luck with your application to Choco!

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