Customer Success Leader

7 days ago


Fort Wayne, Indiana, United States Carrier Full time
About the Role
As a Senior Customer Success Manager at Carrier, you will be responsible for driving customer satisfaction and growth within our HVAC commercial business segment. This is a critical role that requires a self-directed leader to achieve and exceed product and business growth targets while improving quality, delivery, demand planning, and customer satisfaction.

In this position, you will work closely with cross-functional business teams to drive customer success and identify new business opportunities. You will also be responsible for maintaining customer dashboards, action registers, and tracking customer initiatives to ensure high levels of customer satisfaction.

The ideal candidate will have 6+ years of experience in development and execution of product strategies for customers, 3+ years of experience leading people in cross-functional organizations, and 3+ years of experience managing accounts and relationships with diverse sets of customers in US & Europe.

This role includes 25% international travel and reports to the Commercial Business Manager. The location for this role can be Fort Wayne, IN or Syracuse, NY or remotely in Eastern United States.

Key Responsibilities:
  • Drive customer satisfaction to a highly satisfying level by holding regular customer status reviews via Teams and factory visits.
  • Conduct periodic reviews to assess customer health, gather feedback, and communicate within functional organization.
  • Act as a Voice of Customer within the organization.
  • Ensure Net Promotor Score (NPS) survey is implemented and captures customer feedback with corrective actions.


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