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

Strong 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 prospect 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 (phone hidden) or email [email protected].

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