Client Success Lead

6 days ago

Richmond, Canada CARO Analytical Services Full time

**Be the Voice of the Client. Lead with Curiosity. Grow with Purpose.**

At **CARO Analytical Services**, we’re more than just an environmental and food testing lab—we’re a team of charismatic scientists and passionate professionals driven to make the world **safer and healthier**. From ensuring clean drinking water to supporting food safety programs and environmental cleanups, we deliver the high-quality data that empowers meaningful action across Canada.

**We live by our values**:
**We’ve Got Chemistry -** with our clients and with each other.
**Big Picture Sidekicks -** we support those doing the hard work to create a better world.
**Ahead of the Curve -** we’re always learning, improving, and innovating.

If you're ready to bring your authentic self to work, lead with curiosity, and make an impact—you’ll fit right in.

**About the Role**:
We’re looking for a Client Success Lead to guide and empower our amazing team of account managers. Your mission? To **ensure every client feels supported, heard, and excited to grow with CARO**—and to lead a team that consistently delivers top-tier service.

This is a role where relationship-building, operational excellence, and strategic thinking come together. You’ll collaborate across departments, improve service delivery, and help us stay one step ahead in client care.

**What You’ll Be Doing**:
**Client Success & Relationship Growth**
- Be the senior point of contact for escalated client issues—resolving challenges with empathy and efficiency.
- Deepen relationships with existing clients and identify new opportunities to add value and grow accounts.
- Monitor and act on client feedback trends, ensuring satisfaction levels stay high.
- Partner with the Sales team to align on pricing strategy and market opportunities.

**Operational Excellence**
- Streamline and standardize account management processes to improve consistency, turnaround, and experience.
- Track team performance and implement improvements to drive productivity and service quality.
- Keep client-facing SOPs up to date, clear, and aligned with CARO standards.
- Ensure service delivery stays aligned with evolving client needs and industry requirements.

**Team Leadership**
- Hire, train, and inspire your team of account managers.
- Set goals, offer regular feedback, and create tailored development plans.
- Champion a culture of curiosity, collaboration, and continuous improvement.
- Foster autonomy and accountability through effective delegation and coaching.

**What You Bring**:

- A diploma or degree in science, business, or a related field.
- **2+ years in a team lead or supervisory role**, experience in the lab is an asset.
- Strong working knowledge of CARO’s services and the industries we serve.
- A proven track record in **people leadership**, operational oversight, and customer relationship management.
- Confident decision-making, strategic thinking, and conflict resolution skills.
- The ability to lead through change, motivate a team, and manage priorities in a fast-paced environment.
- A client-first mindset, with the ability to translate feedback into action and value.

Ready to lead a team that helps clients succeed—and make a meaningful impact in the process?

**Job Types**: Full-time, Permanent

Pay: From $55,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care

**Experience**:

- Team lead: 2 years (preferred)

Work Location: In person

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