Customer Success Manager, Resorts

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 up 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 technology tools in the kitchen. We have worked with thousands of sites and are operating in over 80 countries around the world supported by our offices in London, Dubai, Singapore, Romania and North America. We are a rapidly growing 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 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 been 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 include that Winnow was awarded a winner of Impact 50's most impactful companies to work for in 2023. You can read more about it here. In 2024, we were selected in the top 10 FoodTech companies globally.

We are passionate about living our values and place them at the center of everything we do. We are excited about likeminded 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 organization 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 minimizes 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 the role

An exciting opportunity exists for an experienced Customer Success Manager to lead on the delivery of the operational goals in the growing sector of resorts and hotels. The role will be responsible for growing and maintaining a number of strategic accounts across Central and South America. As part of this responsibility, the role 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. This role is all about creating and executing effective and engaging plans to deliver on new and existing accounts within the resorts sectors across the region.

This role is Winnow's first hire in Mexico, and we take this expansion seriously. This individual must have a track-record of successful remote work while meeting or exceeding KPIs. You will report to the Chicago-based Team Lead and will need to operate fairly independently, but will need to collaborate effectively with other internal Winnow functions, such as Support, Product and the Data Services team (based in other regions) in order to maximize growth opportunities and ensure success of your accounts.

This role will suit a self-starter who is looking to take full ownership for a broad and growing portfolio of customers.

Key objectives of role:

• Full ownership of a portfolio of accounts, responsible for account performance KPIs, churn prevention, clients' return on investment, and positive NPS across the accounts managed.
• ~75% of time dedicated to account maintenance and growth; ~25% of time dedicated to technical support for our Mexican clients. Both functions will require travel to client sites, with multi-day trips in some cases.
• Contribute to the quarterly and annual strategic objectives for the resorts vertical as well as create robust implementation plans for delivery.
• Report to the Team Lead and Managing Director of the Americas on the performance of the accounts on a monthly basis, with regular communication via weekly Zoom meetings in between.
• Act as the Voice of the Customer for resorts within Winnow. You will be responsible for voicing client concerns, escalating risks, and recommending solutions.
• Create compelling, clear and replicable delivery and success strategies for the resorts industry.
• Help your clients build and deliver a project governance structure of their internal stakeholders to best ensure Winnow's successful partnership with these accounts.
• Provide clients with timely, accurate and insightful reports, with a mixture of automated and ad-hoc reporting.
• Develop deep relationships with key influencers and decision-making units among and beyond existing clients 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.

REQUIRED skills and background–candidates without these qualifications won't be considered

• Fluent in both English and Spanish (mandatory)
• Experience in a Client Success / Implementation or Project Management / Account Management / Consultant role
• Experience in the hospitality industry (resorts, hotels, restaurants)
• Experience analyzing large datasets using Excel / G Sheets
• Understanding of KPIs and how to use them to track client success
• Intermediate level of Excel / G Sheets and are skilled in PowerPoint / Google Slides

PREFERRED –preference for clients with these attributes

• Degree-educated
• Experience with remote work and reporting to a manager in another geographic location
• Experience at a multi-national corporation
• Experience with Slack, Confluence, and Planhat or other CRM tools

TRAVEL requirements of the role

• Driver's license, car, and ability to drive oneself to clients in the Quintana Roo region (expense reimbursement from Winnow)
• Active passport and ability to travel within Mexico, Caribbean, and U.S. for client visits
• Ability to spend up to 8 weeks/year in Chicago office
• All travel expenses paid for by Winnow, of course!

Personal Attributes we look for:

• You share our belief that collaboration is critical to achieving our mission. You can demonstrate how you have thrived working effectively in partnership with others
• You have proven experience in challenging and questioning the status quo. You enjoy suggesting creative and innovative solutions to improve the way things get done
• You are results driven and can demonstrate how you have delivered value added solutions which are intuitive and easy to use
• You are passionate about your career. You proactively stay abreast of developments in your own field of study while being driven and committed to helping the organization achieve its mission
• You have proven experience of knowing what it takes to provide consistently first-class customer service to customers, remaining calm and measured even when dealing with the most demanding of individuals
• You have excellent attention to detail and a meticulous eye for identifying inconsistencies or inaccuracies in data. You take your time to ensure you get things right the first time
• You are able to organize self, including effective project management and scheduling, prioritization and time management skills, managing multiple tasks in parallel and completing tasks to tight deadlines
• You are willing to roll up your sleeves and get work done, taking the initiative to help your team members. You have a growth mentality and a willingness to learn.

Please note: The intended start date for this role is June 2025.

A typical interview process with Winnow will include:

• 30 min interview with Head of HR
• 30 min interview with Operations Team Lead
• Short Excel and presentation exercise to simulate a typical client presentation + 60-minute case study presentation
• 30-minute call with co-founder