Senior Manager, Customer Success

Our client is a leading childcare catering company that provides healthy, delicious, child-friendly meals and snacks to childcare centers and schools. They combine excellent nutrition with flavors and foods children love and are hiring a Senior Manager of Customer Success
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Reporting to the Senior Director, Sales and Customer Service, the Senior Manager of Customer Success is responsible for leading and managing the Customer Success function. Responsibilities span from partnering in the creation of the function strategy to overseeing the day to day operations of the Customer Care team. The role would be responsible for setting targets and strategies to support an amazing customer experience as measured by the Net Promoter Score.

Ultimately, this role will be responsible for leading, developing, inspiring, and managing their direct reports and leading other indirect roles that will support the function in achieving business and performance objectives, and exceeding customer expectations. This role is responsible for the overall retention of our customers and for approving customer‑centric policies.

Success in this role will encompass the implementation of customer centricity throughout the organization and leadership of the Customer Success team delivering on priorities, goals and continuous improvement. The Senior Manager, Customer Success is customer‑centric, results driven, and focused on creating an experience for clients that will continually exceed their expectations. To be successful in this role, the Senior Manager of Customer Success will be able to create a clear, inspiring and measurable strategy and plan for the function.

This person will plan proactively through initiatives and be able to prioritize projects balancing day‑to‑day work in a dynamic environment. The Senior Manager of Customer Success will leverage their experience in ‘moving the needle’ on customer success and experience and engaging their team through the process of change. The successful person will possess excellent communication and organizational skills. The Senior Manager of Customer Success will add value by challenging the effectiveness of established procedures and developing continuous improvement processes for the organization and brings the voice of customer and customer insights into meetings and decision‑making processes.

The successful incumbent will be able to work collaboratively while raising the bar on customer experience.

• Recruit and train personnel and allocate responsibilities.
• Assess staff performance and provide coaching and guidance to ensure maximum efficiency and a team aligned with departmental objectives and culture.
• Follow the company’s talent program and evaluate staff quarterly.
• Develop “A” players to uphold a high performing customer care team.
• Responsible for staff planning, scheduling and payroll approval for their department.
• Planning and optimizing customer care responsibilities.
• Ensures confidentiality, diplomacy, and tact at all times.
• Maintaining a regular cadence with the team.
• Ensuring that performance management is reviewed regularly, feedback is provided in a timely manner, and any issues are documented.
• Having open and honest communication (being able to have tough conversations when necessary).

• Overall accountability for the Customer Success function including account management, team leaders, and customer care and indirect accountability for others who may be delivering on customer success initiatives that are a part of a different function.
• Effectively and consistently is the chief voice of the customer and owns the Core Customer profile recommending changes and raising awareness on the implications of these changes as our customer continues to evolve.
• Strategically assesses current state comparatively to a desired future state and creates a clear path and strategy to moving the function to future state.
• Strong ability to project, manage and execute on plan engaging employees and customers throughout.
• Develops systems and processes that deliver on a proactive customer experience and success.
• Learns, applies and plans the implementation of the…