Client Success Manager

4 days ago

Richmond, British Columbia, 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.

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 Manager 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.

· 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.

· Proactively ensure that the NPS score is meeting or exceeding targets.

· Deepen relationships with existing clients and identify new opportunities to add value and grow accounts.

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.

· Supervisory experience and prior work in a laboratory setting are considered assets.

· 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.

What we offer:

  • Competitive base salary and performance-based scorecard bonus.
  • Comprehensive benefits including RRSP matching and company DPSP contributions.
  • Competitive vacations, extra holidays and day off for volunteer work.
  • Development opportunities

Apply now to join CARO and be part of something bigger.

Job Types: Full-time, Permanent

Pay: From $85,000.00 per year

Benefits:

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

Work Location: In person

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