Job Description

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?

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

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