Customer Success Program Manager - Food

Carrier • Beverly, MA

4d • $79,000 - $158,000

About The Position

Carrier is seeking a data-driven, client-facing Customer Success Food Program Manager to lead complex, high-value visibility programs across the global food industry. Sensitech combines IoT hardware with Carrier digital data insights to help brands track, protect, and optimize cargo.

The role owns the post-sale customer lifecycle, from technical onboarding through platform adoption and commercial renewal. It manages real-time, end-to-end cold chain implementations using tracking software and predictive platforms, and applies IoT data, machine learning, and predictive analytics to improve process efficiency, customer retention, and supply-chain sustainability. The position supports Carrier’s mission to mitigate food waste by analyzing environmental parameters across the supply chain and providing insights to improve customers’ cold chain operations.

The position is customer-facing and involves collaboration with Product Management, Engineering, and Quality teams; delivery of customer business reviews and presentations at customer and industry events; and travel up to 25% in the US and Canada. The stated annual salary range is $79,000–$158,000, and the position may be eligible for short-term cash incentives.

Requirements

• High school diploma or GED.
• At least 3 years of experience in a supply chain role, food distribution chain, cold-chain management, transportation, or refrigeration.
• Ability to travel up to 25% in the US and Canada.
• Masterful presentation and data-storytelling skills.
• Ability to balance competing demands and work with ambiguity and change.
• Positive attitude and ability to combine technical knowledge, commercial knowledge, and analysis into action.
• Strong critical thinking in complex situations.
• Ability to prioritize project deliverables and a history of quality assurance across projects.
• Experience working directly with customers at all levels.
• Good knowledge of process improvement and quality management methods.
• Ability to analyze large quantities of data and create detailed, actionable summaries based on statistical analysis and expert commentary.
• Expertise in data analytics, business intelligence tools such as Power BI, and predictive exception-management dashboards to identify trends, mitigate transit risks, reduce product scrap, and demonstrate financial ROI.

Nice To Haves

• Bachelor’s degree in Agricultural Economics, Post-Harvest, Mathematics, or Food Science.
• Master’s degree.
• Understanding of the food distribution chain, cold-chain management, transportation, or refrigeration.
• The posting also states that a bachelor’s degree is required and that a master’s degree is a strong plus.

Responsibilities

• Manage post-sale customer implementation milestones, including onboarding, trial management, hardware and software deployment tracking, and enhancements for strategic food industry accounts.
• Gather customer feedback, pain points, and technical needs, and translate them into actionable requirements for Product Management, Engineering, and Quality teams to inform hardware, software, compliance, and machine-learning roadmaps.
• Translate environmental and transit data into business insights that protect shelf life, support food safety compliance, and maximize product quality from origin to destination.
• Monitor customer health scores, platform adoption metrics, and sensor return and recycling compliance; identify operational friction points and opportunities for expansion and upselling.
• Build and deliver business reviews, translating cold-chain anomalies and root causes into data-backed stories that influence stakeholder investments, carrier management, and process changes.
• Present at customer and industry events.
• Drive and implement AI, machine-learning, and automation frameworks to optimize internal workflows and data delivery and help customers predict shipment delays, anticipate temperature excursions, and automate risk mitigation.
• Advocate for Sensitech and Carrier’s digital ecosystem as a central part of customers’ cold-chain integrity and help customers use data insights to advance sustainability and waste-reduction goals.
• Continuously improve expertise in perishable food handling, process improvement, data-driven insights, and cold-chain management and refrigeration.

Benefits

• Medical, dental, and vision coverage; wellness incentives.
• Retirement benefits.
• Paid vacation, 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; and purchased vacation.
• Short-term and long-term disability.
• Life insurance and accidental death and dismemberment insurance.
• Health Savings Account, Health Care Spending Account, and Dependent Care Spending Account.
• Tuition assistance.
• Potential eligibility for short-term cash incentives, subject to plan requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED