Customer Success Program Manager - Food

Job Number: 12069

External Description:

Job Description

We are seeking a data driven, client facing Customer Success Food Program Manager to lead complex, high-value visibility programs across our global food industry vertical. As a part of Carrier, a world leader in climate and energy solutions, Sensitech stands as the global leader in temperature monitoring in cold chain logistics. By combining our world-class IoT hardware infrastructure with Carrier's advanced digital data insights, we enable the world’s leading brands to track, protect, and optimize their cargo.

In this role, you will own the post-sale customer lifecycle, from technical onboarding through continuous platform adoption to commercial renewal. You will move beyond post-shipment reporting to manage real-time, end to end cold chain implementations using advanced proprietary tracking software and predictive platforms. The ideal candidate does not just manage projects and programs, they unlock the potential of data. You will leverage automated IoT streaming data, machine learning, and predictive analytics to engineer process efficiencies, maximize customer retention, and build sustainable supply chains.

At the heart of this role is a global mission: mitigating global food waste. By tracking, measuring, and analyzing environmental parameters at every node of the supply chain, you will provide the targeted data insights necessary to fundamentally improve our customers' cold chain operations, eliminating systemic waste before it reaches the landfill.

Key Responsibilities

• End-to-End Customer Lifecycle Ownership: Manage post-sale customer implementation milestones, including onboarding, trial management, hardware/software deployment tracking, and enhancements for strategic food industry accounts.
• Cross Functional Voice of the Customer (VOC): Serve as the definitive internal Voice of the Customer. Systematically gather customer feedback, pain points, and technical needs, translating them into actionable requirements for Product Management, Engineering, and Quality teams to guide hardware, software, and compliance roadmaps into rolling out next-generation software features and machine learning models tailored to the customer’s needs.
• Customer Value Realization & ROI: Act as a core strategic partner to major food producers, distributors, and retailers. Translate raw environmental and transit data into tangible business insights that protect shelf-life, ensure food safety compliance, and maximize product quality from origin to destination.
• Adoption & Expansion Management: Monitor health scores, platform adoption metrics, and sensor return/recycling compliance. Proactively identify operational friction points to turn cold-chain anomalies into expansion and upselling opportunities.
• Data Presentation & Decision Influence: Frequently build and deliver Business Reviews. Distill complex cold-chain anomalies and root causes into concise, data backed operational stories that influence stakeholder investments, carrier management, and process modifications. Present at customer and industry events 
• Drive AI Process Efficiency: Drive and implement AI, machine learning, and automation frameworks on two fronts: internally to optimize team workflows and data delivery, and externally to help customers predict shipment delays, anticipate temperature excursions, and automate risk mitigation.
• Carrier Cold Chain Advocacy: Position Sensitech and Carrier's broader digital ecosystem as the central pillar of the customer's cold chain integrity, helping them leverage our industry-leading data insights to achieve ambitious commercial sustainability and corporate waste-reduction goals.
  • Continuously improve skills and expertise in key areas such as: handling of perishable food items, process improvement, Data driven insights and cold chain management/refrigeration. 

Required Qualifications

• High School or GED
• 3+ years of experience in a supply chain role, food distribution chain, cold chain management, transportation, or refrigeration
• Ability to travel up to 25% (US and Canada)

Preferred Qualificatons:

• Bachelor’s Degree - Agricultural Economics, Post-Harvest, Mathematics or Food Science
• Master’s Degree
• Understanding of the food distribution chain, cold chain management, transportation, or refrigerationBachelor’s Degree required (Master's Degree is a strong plus).
• Masterful presentation and data-storytelling skills
• Ability to balance competing demands and deal with ambiguity and an environment of change.
• Positive attitude able to combine technical knowledge, commercial knowledge and analysis into action 
• Strong critical thinking in complex situations.
• Proven 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 and actionable summaries based on sound statistical analysis and expert commentary.
• Proven expertise in leveraging data analytics, business intelligence tools (e.g., PowerBI), and predictive exception management dashboards to isolate trends, mitigate transit risks, reduce product scrap, and prove financial ROI.

Job Number: 30221282

Community / Marketing Title: Customer Success Program Manager - Food

Location_formattedLocationLong: Massachusetts, US