Senior Manager Customer Care

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, Pr...