Customer Success Manager

About Carrier

Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality and transportation, we improve lives, empower critical industries and ensure safe transport of food, lifesaving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world-class, inclusive workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com (opens in new window) or follow on Carrier social media at @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 str...

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