CSM II

About Carrot:

Carrot is a global, comprehensive fertility and family care platform, supporting members and their families through many of life's most memorable moments. Trusted by many of the world’s leading multinational employers, health plans, and health systems, Carrot’s proven clinical program delivers exceptional outcomes and experiences for members and industry-leading cost-savings for employers. Its award-winning products serve all populations, from preconception care through pregnancy, IVF, male factor infertility, adoption, gestational carrier care, and menopause. Carrot offers localized support in over 170 countries and 25 languages. With a comprehensive program that prioritizes clinical excellence and human-centered care, Carrot supports members and their families through many of the most meaningful moments of their lives. Learn more at get-carrot.com.

The Role:

Carrot is seeking a Customer Success Manager II to take full ownership of a defined customer portfolio within our Small Business segment. In this role, you won’t just support customers, you’ll be responsible for leading their success and satisfaction. You will be accountable for driving retention, increasing member engagement, and accelerating growth within your book of business. Acting as a strategic advisor to HR benefits leaders, you will proactively communicate Carrot’s value, resolve issues with urgency, and identify opportunities for expansion. Reporting to the Manager of Customer Management and partnering with our Customer Strategy Director, you’ll operate with autonomy and authority, working cross-functionally to deliver business outcomes and ensure long-term partnership health.

We’re looking for a strategy-oriented self-starter with a customer-first mindset and a strong sense of accountability. You thrive in fast-paced environments, take initiative without waiting to be asked, and are eager to further Carrot's mission of fertility care for all.

Key Responsibilities:

• Own and lead the success of your assigned accounts, serving as the primary driver of relationship health, product adoption, and retention.

• Proactively leverage customer behavior insights and feedback to inform and execute strategic account growth plans, identifying and driving upsell and expansion opportunities in every conversation, leading with a clear vision for mutual growth.

• Conduct regular strategic check-ins and business reviews to align on goals, track performance, and course-correct as needed.

• Monitor and act on success metrics like CSAT, utilization, and engagement to proactively identify risks and eliminate churn drivers.

• Partner with internal teams, including Customer Strategy Directors, Product, and Ops, to ensure customers realize maximum value from their Carrot partnership.

• Be a visible and vocal advocate for your customers internally, pushing for improvements that drive satisfaction and outcomes.

Minimum Qualifications:

• Bachelor’s degree

• 3+ years of experience in customer success, customer support, or account management in a high-growth, technology environment

• Proficiency with Salesforce or other CRM

• Comfortable presenting to and advising HR benefits leaders

• Strong organizational skills with a proactive, solutions-oriented mindset

• Enthusiasm for Carrot Fertility’s mission and eagerness to become a part of our collaborative, friendly, and dynamic team

Preferred Qualifications:

• Experience operating in a fast-paced, high-growth, or startup environment

• Proven ability to take initiative, manage ambiguity, and build scalable processes

• Continuous improvement mindset and a track record of shaping best practices on a growing Customer Management team

Compensation:

Carrot offers a holistic Total Rewards package designed to support our employees in all aspects of their life inside and outside of work, including health and wellness benefits, retirement savings plans, short- and long-term incentives, parental leave, family-forming assistance, and a competitive compensation package. The starting base salary for this position will range from $70,000.00 - $85,000.00. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience.

Fraud and Security Notice: Please note that all communication regarding job opportunities at Carrot will come exclusively from an @get-carrot.com email address. If you receive messages from any other domain, please disregard them and report the incident to: [email protected]

Why Carrot?

Carrot has received national and international recognition for its pioneering work, including Fast Company's Most Innovative Companies and World Changing Ideas, Inc. Power Partners, and Modern Healthcare’s Innovators. Carrot’s global workforce has been acknowledged with several accolades, including Fortune’s Best Workplaces in Healthcare, Great Place to Work, and Age-Friendly Employer certifications. Carrot is regularly featured in media reporting on issues related to the future of work, women in leadership, and healthcare innovation, including MSNBC, The Economist, Bloomberg, The Wall Street Journal, CNBC, National Public Radio, Harvard Business Review, and more. Learn more at carrotfertility.com.