Customer Success Manager

About Us Food 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 values Our 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 faster Equal parts head and heart — we balance urgency with long-term thinking Hungry and humble — we're ambitious about our mission, not our egos Bravely honest — we say what we think, respectfully, with colleagues and customers alike Bound by food — it's what unites us, and it's what we're fighting for People and planet positive — we're leaving both better than we found them About The Team Winnow'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 Role We'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 Responsibilities Implementation & Client Delivery Manage the end-to-end implementation of Winnow with clients, planning and reprioritising your work to keep rollouts on track Train multi-disciplinary kitchen teams to use Winnow, both in person and remotely Understand each client's situation and needs, and tailor the right solution for them Spot obstacles early and raise them before they affect delivery, coming with a proposed solution when you escalate Client Relationships & Engagement Build strong relationships with clients so they're bought in to making Winnow a success Take a consultative approach to keep clients engaged in using Winnow to reduce their food waste Adapt your communication style to each stakeholder, from kitchen teams to senior decision-makers Keep internal stakeholders updated on account progress, risks and changes so everyone stays aligned Performance & Insight Analyse client reports, track KPIs with clients and senior Winnow colleagues, and troubleshoot where needed Recommend and implement changes so the system keeps delivering a strong business case Use AI tools to support reporting, account research and productivity, in line with Winnow's wider AI adoption initiative Collaboration & Continuous Improvement Work closely with Winnow colleagues across regions, and support our tech and customer support teams with client enquiries Bring ideas to improve internal processes, in line with Winnow's global ways of working Reflect on what's worked with your accounts, and seek feedback to keep improving your approach Requirements Education and experience Degree educated or equivalent professional experience Experience in client success, delivery, project management, account management or consultancy, ideally in a multinational organisation Experience in the hospitality industry Essential Skills Excellent written and verbal communication in English Advanced Excel skills, with proficiency in Word, PowerPoint and Google Workspace Comfortable using data to track client success Nice to have Experience implementing technology or SaaS solutions with clients Arabic language skills Personal attributes You manage your own work independently, planning ahead and reprioritising when things change You stay calm and composed under pressure, delivering first-class service even in demanding situations You're approachable and clear with people at all levels, and you adjust your style to each person You build strong partnerships with clients and colleagues, and proactively share what you learn You question the status quo and suggest creative ways to improve how things get done You act with transparency and integrity at all times You look for feedback and reflect on outcomes to keep improving You're curious about AI-powered tools and comfortable using them to work more effectively Benefits Company stock options package Eligible for Customer Success discretionary bonus scheme Company private health insurance and eye care allowance Life insurance (3 times base salary) Annual economy ticket to home country 2 Wellness hours per month plus AED 204 monthly wellness allowance Employee Assistance Programme - 24/7 helpline for your wellbeing 22 days of paid vacation time in addition to national holidays, plus the option to buy a further 5 days annual leave Learning and development allowance of AED 1,370 annually Hybrid way of working - we're all in the office on Tuesdays and Thursdays Early Finish Fridays - log off at 3pm on a Friday if you've completed your tasks by then Our own office space with a great working environment You will love what you do - waking up every day solving one of the biggest social problems of our generation: food waste Committed team members with broad experience who share a common passion to build a world class business Show more Show less