Customer Success Manager

About Carrier

About the role

The Customer Success Manager serves as a strategic customer advocate and escalation leader responsible for strengthening relationships with key accounts, improving the end-to-end post sales customer experience, and driving cross-functional alignment across Order Management, Customer Service, Operations, and other business partners. This role requires effective communication, problem-solving, analytical, and leadership skills to resolve complex customer issues, improve service delivery, and support continuous improvement initiatives that enhance customer satisfaction and business performance.

Key Responsibilities:

• Serve as the escalation leader for assigned customers and internal teams by driving timely resolution, evaluating options, and balancing customer needs with business priorities.

• Strengthen relationships with top customer accounts by proactively identifying opportunities to improve customer satisfaction, retention, and overall service experience.

• Function as the primary point of contact for customer communication, ensuring clear, professional, timely, and consistent updates across all stages of order and service delivery.

• Lead customer and internal cross-functional meetings to align priorities, remove barriers, resolve issues, and maintain progress on critical orders and service commitments.

• Partner with Order Management, Delivery, Operations, Sales, Service and other stakeholders to ensure customer needs are understood, prioritized, and addressed.

• Use data, systems, customer feedback, and process insights to identify trends, root causes, and improvement opportunities that enhance customer experience.

• Support and lead process improvement initiatives that improve responsiveness, reduce friction, increase efficiency, and promote consistent service delivery.

• Promote team accountability and engagement by leading by example, supporting departmental goals, and assisting with team committees or strategic initiatives.

• Identify customer training needs and facilitate adoption of self-service tools, customer portals, system enhancements, and digital resources.

• Maintain accurate customer and order information using available tools, systems, and reporting processes to track status, manage expectations, and improve follow-through.

• Own customer survey follow-up activities by reviewing feedback, identifying themes, coordinating corrective actions, and supporting measurable improvement in feedback metrics.

• Lead or support strategic initiatives and special projects that contribute to organizational growth, customer experience transformation, and operational excellence.

• Participate in and help lead onsite customer meetings, including travel to customer locations as needed to strengthen relationships, improve collaboration, and support issue resolution.

• Own the end-to-end customer experience by holding teams responsible to own the customer outcome while exceeding expectations.

Success Measures:

• Improved customer satisfaction, survey feedback, and customer confidence through timely follow-up, clear communication, and effective issue resolution.
• Reduced escalation aging and improved resolution cycle time for assigned customer issues and critical order concerns.
• Increased adoption and effective use of customer self-service tools, portals, and digital resources.
• Stronger cross-functional alignment demonstrated through consistent meeting follow-through, clear ownership, and progress on customer commitments.
• Measurable improvement in process efficiency, responsiveness, and service consistency through completed improvement actions or project contributions.
• Accurate, timely, and complete customer, order, and escalation documentation within required systems and reporting tools.
• Positive contribution to team engagement, accountability, and departmental goals through leadership, collaboration, and support of strategic initiatives.

Required Qualifications:

• Associate’s degree
• 5+ years of experience in customer success, account management, customer service, program management, operations, supply chain, and/or sales support
• 2+ years of direct customer-facing experience, including experience managing customer relationships and resolving complex issues
• 2+ years of customer escalation experience
• 2+ year experience using Excel with the ability to use pivot tables and V-lookups
• Ability to travel up to 25%

Preferred Qualifications:

• Ability to work cross-functionally in a fast-paced, dynamic environment while managing multiple priorities and deadlines.
• Strong organizational, follow-up, problem-solving, and decision-making skills.
• Excellent written and verbal communication skills, including the ability to tailor messages for customers, peers, and leadership.
• Demonstrated ability to lead by example, influence without direct authority, and support team accountability within the Order Management organization.
• Experience using customer feedback, survey results, operational data, or performance metrics to identify trends and drive improvement actions.
• Experience with SAP, Salesforce, Power BI, customer portals, or similar business systems and reporting tools.
• Comfortable using digital productivity and AI-enabled tools, such as Microsoft Copilot or similar platforms, to improve efficiency, reporting, communication, and customer support.
• Demonstrated interest in career growth, leadership development, and potential relocation based on business needs.

Pay Range

The annual salary for this position is between $96,000.00 - $192,000.00 annually. Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate. The pay range will not be below the minimum wage applicable to the jurisdiction in which the applicant is to be employed.

Other Compensation

This position is entitled to short-term cash incentives, subject to plan requirements.

Benefits

Employees are eligible for benefits, including:

• Health Care Benefits: Medical, Dental, Vision; Wellness incentives

• Retirement Benefits

• Time off and Leave: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty leave; military leave; purchased vacation

• Disability: Short-term and long-term disability

• Life Insurance and Accidental Death and Dismemberment

• Tax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account

• Tuition Assistance

To learn more about our benefits offering, please click here Work with us | Carrier Corporate. The specific benefits available to any employee may vary depending on state and local laws and eligibility factors, such as date of hire and the applicability of collective bargaining agreements.

Carrier EEO Statement and Accommodations Process

Carrier is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status or any other applicable state or federal protected class. Carrier provides affirmative action in employment for qualified individuals with a Disability and Protected Veterans in compliance with section 503 of Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act.

Application Deadline

Applications will be accepted for at least 3  days from Job Posting Date: 13 November 2026

Job Applicant's Privacy Notice

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Use of AI

Technology-enabled tools may support parts of the recruitment process, with oversight by people.