Senior Manager, Customer Success & Care

De Lacy Executive Recruitment North America; Markham; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading childcare catering company is seeking a Senior Manager of Customer Success to enhance customer experience and lead the Customer Care team. This role requires 5-8 years in Customer Success, focusing on retention initiatives and KPI improvement. You will develop high-performing teams and drive customer-centric initiatives, ensuring exceptional experiences. Ideal candidates will have strong leadership skills and strategic mindsets, passionate about fostering customer-centric cultures and business growth.

Qualifications

• 5–8+ years leading Customer Success or Customer Experience functions.
• Strong experience driving retention and measurable KPI improvement.
• Proven ability to lead teams through change.

Responsibilities

• Lead, coach, and develop a high-performing Customer Care & Account Management team.
• Drive customer retention strategy and proactive engagement initiatives.
• Act as the voice of the customer across the organization.

Skills

Customer retention strategy

Leadership

Change management

KPI improvement

Job description

A leading childcare catering company is seeking a Senior Manager of Customer Success to enhance customer experience and lead the Customer Care team. This role requires 5-8 years in Customer Success, focusing on retention initiatives and KPI improvement. You will develop high-performing teams and drive customer-centric initiatives, ensuring exceptional experiences. Ideal candidates will have strong leadership skills and strategic mindsets, passionate about fostering customer-centric cultures and business growth.