Our client, a leading childcare catering company providing nutritious, child-friendly meals to childcare centers and schools, is seeking a Senior Manager of Customer Success to lead and elevate the customer experience function.

Reporting to the Senior Director of Sales & Customer Service, this role will own the Customer Success strategy, retention initiatives, and Customer Care team performance , ensuring an exceptional experience measured by CSAT and Net Promoter Score (NPS).

What You’ll Do

- 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
- Improve KPIs including Retention, CSAT (90%+), and NPS (target 65+)
- Develop scalable systems, processes, and feedback mechanisms
- Partner cross-functionally with Sales, Marketing, Production, and Nutrition teams




- Lead continuous improvement and change management initiatives

What You Bring

- 5–8+ years leading Customer Success or Customer Experience functions
- Solid experience driving retention and measurable KPI improvement
- Proven ability to lead teams through change
- Strategic mindset with hands‑on leadership capability

This is a high-impact leadership opportunity for someone passionate about building customer-centric cultures and driving measurable business growth.

About De Lacy Executive Recruitment

De Lacy Executive Recruitment provides professional recruitment services for employers and candidates in Agriculture and Food & Beverage Processing. Our dedicated team is committed to exceeding expectations and delivering results. For more information about our services, please call or email

#J-18808-Ljbffr

📌 Senior Manager Customer Care (Markham)
🏢 De Lacy Executive Recruitment North America
📍 Markham