About us food waste is a $1 trillion problem - costing the world over 1% of global gdp. Winnow aims to solve this problem using technology to transform how food is produced. Our team shares 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 operate in over 90 countries with offices in london, dubai, singapore, cluj-napoca (romania) and chicago. We are a scale-up with blue-chip clients including accor hotels, ikea, ihg, marriott, compass group and others. Winnow’s clients reduce waste by over 50% by value on average, and our solutions span hotels, universities, staff restaurants, event kitchens, buffets, pubs and high street restaurants. Winnow vision, our ai-based technology, tracks all food waste and has earned recognition including world economic forum awards. Winnow was listed in the 2025 sunday times best places to work and has been recognized in the foodtech 500 and impact 50 awards. Our values guide everything we do: equal parts head and heart, bravely honest, people of action, bound by food, hungry and humble. About the team and the role an exciting opportunity exists for an experienced customer success manager to lead the delivery of operational goals in the resorts and hotels sector. The role is responsible for growing and maintaining a number of strategic accounts across central and south america. You will devise strategy and create action-oriented implementation plans to deliver this strategy, ensure winnow and client kpis are met, and manage the accounts to support winnow’s operational strategy. You will create and execute effective and engaging plans to deliver on new and existing accounts within the resorts sector across the region. 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 operate independently, collaborating with support, product and data services teams to maximize growth opportunities and account success. This role suits a self-starter who seeks full ownership of a broad and growing portfolio of customers. Requirements key objectives of role: full ownership of a portfolio of accounts, responsible for account performance kpis, churn prevention, return on investment for clients, and positive nps across managed accounts approximately 75% of time on account maintenance and growth; ~25% on technical support for mexican clients. Travel to client sites is required, with multi-day trips in some cases contribute to quarterly and annual strategic objectives for the resorts vertical and create robust delivery implementation plans report monthly on account performance to the team lead and managing director of the americas, with weekly zoom updates act as the voice of the customer for resorts within winnow, voicing client concerns, escalating risks and recommending solutions develop compelling, clear, replicable delivery and success strategies for the resorts industry help clients establish a project governance structure with their internal stakeholders to ensure winnow’s successful partnership provide timely, accurate, insightful reports (mixed automated and ad-hoc) build deep relationships with key influencers and decision-makers to generate additional demand for our products manage conflicts and communicate with customers regularly and transparently required skills and background – candidates without these qualifications won’t be considered fluent in english and spanish (mandatory) experience in a customer success, implementation, project management, account management or consultancy role experience in the hospitality industry (resorts, hotels, restaurants) experience analyzing large datasets using excel / google sheets understanding of kpis and how to use them to track client success intermediate excel / google sheets and proficiency with powerpoint / google slides preferred attributes – remote work experience and reporting to a manager in another location; experience at a multinational corporation; familiarity with slack, confluence, planhat or other crm tools travel requirements driver’s license, car, and ability to drive to clients in the quintana roo region (expense reimbursement from winnow) active passport and ability to travel within mexico, the caribbean, and the u.s. for client visits ability to spend up to 8 weeks per year in the chicago office all travel expenses paid by winnow personal attributes collaborative mindset; thrives working with others to achieve the mission comfort with challenging the status quo and proposing innovative solutions results-driven with solutions that are intuitive and easy to use passionate about your career; proactively stays informed in your field while helping the organization achieve its mission excellent customer service presence; remains calm and composed with demanding individuals attention to detail and data accuracy; commits to getting things right the first time strong organizational, project management, scheduling, prioritization and time management skills; able to handle multiple tasks and deadlines willing to roll up your sleeves, take initiative, and grow with a growth mindset a typical interview process with winnow will include: 30 min interview with head of hr 30 min interview with managing director for the americas short excel and presentation exercise to simulate a typical client presentation interview with customer success team lead 30-minute call with co-founder j-18808-ljbffr