Senior Customer Experience Director

3 weeks ago


Old Toronto, Canada Cari Full time

At Cari, we're pioneering supply chain sustainability solutions for top-tier manufacturers. To drive our mission forward, we seek a Senior Manager of Customer Success to oversee our Customer Experience department.

About the Role

This strategic leader will manage day-to-day operations, fostering excellence, collaboration, and service orientation within the team. Key responsibilities include:

  • Recruiting, coaching, and mentoring a Customer Success Management team that excels in customer success and satisfaction;
  • Anticipating and managing resourcing requirements to optimize workloads for Customer Success teams;
  • Reviewing and developing their management team through performance management and training initiatives;
  • Promoting a congenial, productive, collaborative, and service-oriented work culture;
  • Working with cross-functional teams to support escalations;
  • Establishing and refining management standards across the organization;
  • Tracking and reporting on key business metrics through data analysis and providing actionable insights;
  • Collaborating with Supplier Success, Sales, and Data Management on process improvements;
  • Ensuring the team has security processes and procedures in place.

We're seeking a strong team player with excellent time management and organizational skills, able to prioritize multiple tasks and deliver results.

Requirements and Qualifications

To succeed in this role, you'll need:

  • 5-8 years of experience in customer success management, consulting, or project management;
  • Strategic thinking and business acumen;
  • Excellent communication and interpersonal skills;
  • A commitment to diversity, equity, and inclusion.

As a valued member of our team, you'll enjoy a competitive salary ($120,000 - $160,000 per year) and benefits package. Join us in shaping the future of supply chain sustainability


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