CSM III

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 CSM III to support new and existing Carrot customers for our Mid-market segment and work strategically to best satisfy their needs to become a celebrated and continuing component of their benefits offering. You'll report to a Manager of Customer Success and support Carrot’s existing customers to ensure retention, grow our ACV, increase member engagement, and maintain high levels of customer satisfaction. You will act as a trusted advisor to HR benefits leaders, help communicate the value of the Carrot product, and respond to customer needs, questions, and requests. As a CSM III at Carrot, you will help develop customer success strategies and best practices for serving our mid-market customers and help support our quickly growing team. The CSM III should proactively source opportunities from existing customers, with a focus on the expansion of the relationship and helping customers accelerate their success.

Minimum Qualifications:

• Bachelor’s degree

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

• Successfully managed complex projects - from coordinating with cross-functional teams to setting and meeting deadlines, you excel at juggling various moving parts of multiple simultaneous projects to deliver exceptional results

• Clear, empathetic communicator - you communicate with a deep understanding of customer needs and constraints and can weigh them against internal priorities and limitations

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

• Experience with Salesforce or other CRM

• Some familiarity with Carrot’s buyers (HR benefits leaders) is preferred, but not required

• Detail-oriented

• Process-oriented with an automation/efficiency mindset

Preferred Qualifications:

• Comfortable working in an ambiguous environment; organized, diligent, and self-motivated

• Prior experience successfully renewing and driving expansion of existing customer relationships

• Experience developing best practices, creating scalable systems, and automating routine processes

• Ability to adopt a continuous improvement mindset and actively contribute to the processes and procedures of the Customer Success 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 $88,000.00 - $110,000.00. 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.