Customer Success Manager, Team Lead

About us

Food waste is a $1 trillion problem – costing the world over 1% of global GDP. We’re dead set on solving the problem and looking for people to help us achieve our mission. We, at Winnow, believe that food is far too valuable to waste, and that technology can transform the way we produce food. Our team is made of people who all share a passion for food and technology.

Winnow was founded in London in 2013 to help the hospitality industry prevent food waste through internet of things tools in the kitchen. We have worked with thousands of sites and are operating in over 90 countries around the world supported by our offices in London, Dubai, Singapore, Cluj-Napoca (Romania) and Chicago. We are a scale-up stage company with a strong base of clients who are rolling out our system globally. We have blue-chip customers including Accor Hotels, IKEA, IHG, Marriott, Compass Group and many others.

Winnow’s clients on average reduce waste by over 50% by value and sustain savings. Winnow works with hotels, universities and schools, staff restaurants, event / hospitality kitchens, buffets, pubs, and high street restaurants. Where the system is permanently adopted, pre-consumer waste value is reduced by 50% - 70% with no detrimental impact to the perceived quality or value of the offer to their customers. This represents a typical improvement of food cost savings of 3% to 8%, commonly a 40%+ increase in profitability for operations.

As the global leader in addressing food waste, we are committed to continue pushing the envelope on what technology can do to solve this problem. Winnow Vision, our new artificial intelligence-based technology, is trained to automatically track all food waste thrown away. It has won awards at the World Economic Forum and has received tremendous enthusiasm from our clients and the industry. You can read more about it on our website and this article in Forbes.

Other recent accolades saw Winnow listed in the 2025 Sunday Times Best Places to Work - a recognition based on feedback from our UK team. While this award is based in the UK, it reflects something global : a culture built on purpose, collaboration, and the belief that businesses can - and should - tackle real-world problems while being great places to work. Previous awards saw Winnow in the top 10 of the FoodTech 500 awards - the worlds first definitive list of the global entrepreneurial talent at the intersection between food, technology and sustainability, as well as winning Impact 50's most impactful companies to work for. You can read more about it here .

We are passionate about living our values and place them at the centre of everything we do. We are excited about like minded talent who share these values, joining us in our mission :

Equal parts head and heart. We’re both passionate and measured. We carefully balance the need for quick solutions and pragmatism with the ability to step back, take in the bigger picture and build for the long term.

Bravely honest. With each other, that means we’re a transparent organisation where healthy, respectful debate is encouraged. With our customers, we challenge them if we don’t think they’re achieving their goals, whether they be environmental or financial.

People of action. Done is better than perfect, and we learn by boldly doing then rapidly improving. We’re breaking new ground, so we know things might go wrong. But we judge ourselves and each other on our reaction and our resilience.

Bound by food. We’re a diverse bunch, but our belief in the value of food is the common thread in everything we do. With each other, we celebrate through our love and respect for food. With our customers, it means we work hard to develop creative tools to make it easy for chefs to value food.

Hungry and humble. Our product is revolutionary, our people are impressive, and we’re hungry for change. But, we’re just the catalyst for a bigger movement. We stay humble regardless of our success, and make chefs the heroes in this journey.

People and planet positive. We’re caretakers of the planet, helping to preserve and support it for now and the future. Our work already minimises the impact that the hospitality industry has on the planet, and we’re also committed to actively reducing our own footprint while doing so. We’re leaving the planet and its people better off than we found them.

About the team and role

An exciting opportunity exists for an experienced Customer Success Manager to lead on the delivery of the operational goals in the Americas. Leading a small team, the postholder will be responsible for growing a number of Strategic accounts across the region. As part of this, the postholder will be tasked with both devising the strategy for how to do this, as well as for creating action-orientated implementation plans to deliver this strategy.

They will also be responsible for the performance of the accounts ensuring Winnow and client KPIs are met. These Strategic Accounts are critically important to the future of Winnow and this role sits at the heart of Winnow’s Operational strategy.

The Customer Success Manager will report to the Managing Director for Americas and will manage a small but growing Customer Success team. Collaboration with other internal Winnow functions, such as Support, Product and the Data Services team will also be essential to maximise growth opportunities and ensure Winnow’s operating model supports the sector strategy.

This role will suit a self-starter who is looking to develop their people management skills whilst taking full ownership for a broad and growing portfolio of customers.

Requirements

Key objectives of role :

• Lead the Customer Success team (3-4 people initially) providing developmental line management
• Take ownership of a portfolio of accounts with full responsibility for performance KPIs, minimising Churn, and securing positive NPS within the Americas region.
• Devise quarterly and annual strategic objectives for the department as well as creating robust implementation plans for delivery
• Provide regular updates the performance of the accounts on a monthly basis to the MD for Americas and identify areas for improvements and suggestions on how to action this
• Act as the Voice of the Customer for the Americas customers within Winnow
• Create compelling, clear and replicable delivery and success strategies for Americas
• Develop deep relationships with key influencers and full decision-making units to help build additional demand for our products
• Manage and solve any conflicts or challenges which arise ensuring customers are communicated to on a regular and transparent basis

Education and experience :

Personal Attributes :

Benefits