[Remote] Head of Customer Success at Coco

Remote

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$160,000 – $185,000Compensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Food Supply Chain, SaaS, TechnologyIndustries

Requirements

5+ years in Customer Success, Account Management, or a similar customer-facing role; 2+ years in a leading role
Proven success owning regional CS strategy in a dynamic B2B SaaS or tech environment
Strong strategic thinking, paired with the ability to execute quickly and effectively
Excellent communicator capable of engaging both internal leaders and senior client executives
A builder with a team-first mentality who thrives in ambiguous, fast-scaling environments

Responsibilities

Define and execute the US customer success strategy across onboarding, adoption, retention, and growth
Translate company goals into market-specific CS OKRs, priorities, and operating plans for the region
Lead, coach, and scale a team of CSMs, with responsibility for hiring, performance management, and long term org design
Develop capability frameworks, career paths, and a culture of accountability, ownership, and continuous improvement
Establish scalable CS processes and playbooks that support market growth
Act as an executive sponsor for strategic distributor accounts, ensuring high impact value delivery
Ensure the CS team is equipped to drive customer outcomes and strategic initiatives for complex partners
Own regional performance across Gross Retention, Net Revenue Retention, onboarding efficiency, adoption, and expansion
Create dashboards, forecasting rhythms, and weekly/monthly business reviews to monitor performance
Partner with Sales, Product, and Operations to align on customer goals, market opportunities, and operational needs
Provide structured, data-driven customer insights to influence product roadmap and GTM strategy
Standardize success frameworks, reporting, onboarding processes, QBR flows, and renewal/expansion motions

Skills

Customer Success

Team Leadership

Strategy

OKRs

Onboarding

Retention

Account Management

Hiring

Performance Management

Process Development

Playbooks

Executive Sponsorship

Coco

Food delivery service from local restaurants

About Coco

CocoDelivery.com is a food delivery service that connects customers with local restaurants, ensuring faster, hotter, and fresher deliveries. It features a transparent pricing model with a single delivery fee, avoiding hidden costs that are common in the industry. The company also supports local restaurants by helping them reach a wider customer base, while operating with a commitment to zero emissions, appealing to environmentally conscious consumers. By charging a delivery fee shared with restaurants, CocoDelivery.com aims to maintain lower fees and generate profits through high order volume.

Santa Monica, CaliforniaHeadquarters

2020Year Founded

$40.4MTotal Funding

SERIES_ACompany Stage

Food & Agriculture, Social ImpactIndustries

501-1,000Employees

Risks

Dependency on Uber's platform may lead to loss of direct customer relationships.

Technological challenges in partnerships could delay delivery improvements.

Reliance on robotic systems may face public resistance and technological malfunctions.

Differentiation

Coco promises faster, hotter, and fresher deliveries than competitors.

The company operates with a zero-emissions model, appealing to eco-conscious consumers.

Transparent pricing with no markups or tips sets Coco apart in the delivery industry.

Upsides

Partnership with Uber Eats expands market reach and customer base.

Advancements in AI and robotics reduce operational costs and increase efficiency.

Growing demand for sustainable delivery aligns with Coco's zero-emissions promise.

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