Customer Success Manager

About UsFood waste costs the world over $1 trillion a year. At Winnow, we're on a mission to change that — bringing AI-powered technology into hospitality kitchens to help eliminate waste at scale, with an ambition to save our clients $1 billion annually.We started in London in 2013 with a simple belief: technology could make kitchens smarter and food systems more sustainable. Today that belief has grown into a global team spanning the UK, Romania, Dubai, Shanghai, Singapore, Malaysia, North America, and Mexico, working across 90+ countries and 3,500+ sites.We're proud of the results we help our clients achieve. Names like IKEA, Hilton, Accor, Marriott, IHG, Compass Group, Iberostar, and Mandarin Oriental trust us to cut their food waste by over 50% on average — and when our technology is fully adopted, it reduces pre-consumer waste by 50-70% and delivers food cost savings of 2-8%.We're building something that matters, and the people who thrive here feel that every day. We're proud to have been named one of The Sunday Times Best Places to Work and ranked #4 in the FoodTech 500 (2025) — recognition of both our innovation and our commitment to building a purpose-led company where people can make a real difference.Our valuesOur values aren't just words on a page. They sit at the centre of all that we do and shape our behaviours and the way we show up. If they resonate with you, we'd love to hear from you and for you to help us on our mission.People of action — done beats perfect. We move fast, learn fasterEqual parts head and heart — we balance urgency with long-term thinkingHungry and humble — we're ambitious about our mission, not our egosBravely honest — we say what we think, respectfully, with colleagues and customers alikeBound by food — it's what unites us, and it's what we're fighting forPeople and planet positive — we're leaving both better than we found themAbout The TeamWinnow's Operations team is our Customer Success function, owning the relationship between Winnow and its clients once they're live, driving account performance, client success, and the delivery of results that matter to both Winnow and our customers. Around 20 people strong globally, the team is organised by region with colleagues based in Chicago, Dubai, London, China, Singapore, and Mexico, owning portfolios of accounts while also shaping regional strategy and performance, and creating action-oriented implementation plans to hit client and company KPIs.Operations sits at the heart of Winnow's regional strategy, reporting into regional leadership and collaborating closely with Product, Support, and Data Services to make sure Winnow's operating model keeps pace with what clients and markets need. It's a team built for people who want to lead and grow client relationships, combining hands-on account management with the chance to develop and shape a regional team.About The RoleWe're looking for a motivated Customer Success Manager to help our EMEA clients get the most out of Winnow. You'll own a portfolio of accounts from implementation onwards, training kitchen teams, keeping clients engaged and making sure our technology delivers real food waste reductions. Based in our Dubai office, you'll spend around 25% of your time travelling to client sites across the region.Key ResponsibilitiesImplementation & Client DeliveryManage the end-to-end implementation of Winnow with clients, planning and reprioritising your work to keep rollouts on trackTrain multi-disciplinary kitchen teams to use Winnow, both in person and remotelyUnderstand each client's situation and needs, and tailor the right solution for themSpot obstacles early and raise them before they affect delivery, coming with a proposed solution when you escalateClient Relationships & EngagementBuild strong relationships with clients so they're bought in to making Winnow a successTake a consultative approach to keep clients engaged in using Winnow to reduce their food wasteAdapt your communication style to each stakeholder, from kitchen teams to senior decision-makersKeep internal stakeholders updated on account progress, risks and changes so everyone stays alignedPerformance & InsightAnalyse client reports, track KPIs with clients and senior Winnow colleagues, and troubleshoot where neededRecommend and implement changes so the system keeps delivering a strong business caseUse AI tools to support reporting, account research and productivity, in line with Winnow's wider AI adoption initiativeCollaboration & Continuous ImprovementWork closely with Winnow colleagues across regions, and support our tech and customer support teams with client enquiriesBring ideas to improve internal processes, in line with Winnow's global ways of workingReflect on what's worked with your accounts, and seek feedback to keep improving your approachRequirementsEducation and experienceDegree educated or equivalent professional experienceExperience in client success, delivery, project management, account management or consultancy, ideally in a multinational organisationExperience in the hospitality industryEssential SkillsExcellent written and verbal communication in EnglishAdvanced Excel skills, with proficiency in Word, PowerPoint and Google WorkspaceComfortable using data to track client successNice to haveExperience implementing technology or SaaS solutions with clientsArabic language skillsPersonal attributesYou manage your own work independently, planning ahead and reprioritising when things changeYou stay calm and composed under pressure, delivering first-class service even in demanding situationsYou're approachable and clear with people at all levels, and you adjust your style to each personYou build strong partnerships with clients and colleagues, and proactively share what you learnYou question the status quo and suggest creative ways to improve how things get doneYou act with transparency and integrity at all timesYou look for feedback and reflect on outcomes to keep improvingYou're curious about AI-powered tools and comfortable using them to work more effectivelyBenefitsCompany stock options packageEligible for Customer Success discretionary bonus schemeCompany private health insurance and eye care allowanceLife insurance (3 times base salary)Annual economy ticket to home country2 Wellness hours per month plus AED 204 monthly wellness allowanceEmployee Assistance Programme - 24/7 helpline for your wellbeing22 days of paid vacation time in addition to national holidays, plus the option to buy a further 5 days annual leaveLearning and development allowance of AED 1,370 annuallyHybrid way of working - we're all in the office on Tuesdays and ThursdaysEarly Finish Fridays - log off at 3pm on a Friday if you've completed your tasks by thenOur own office space with a great working environmentYou will love what you do - waking up every day solving one of the biggest social problems of our generation: food wasteCommitted team members with broad experience who share a common passion to build a world class business