Director, Customer Success Enablement

About Carrot:

Carrot Fertility is the leading global fertility and family-building platform providing care for everyone, everywhere. Trusted by more than a thousand multinational employers, health plans, and health systems, Carrot's comprehensive clinical program delivers industry-leading cost savings for employers and award-winning experiences for millions of people worldwide. From maternity through menopause and pre-pregnancy through parenting, Carrot is dedicated to expanding access and improving outcomes. Carrot empowers members with compassionate, personalized, and inclusive support.

The Role: 

The Director of Customer Success Enablement will work cross-functionally to develop and drive programs, define metrics and use business insights and data to ensure the Customer Success (CS) & Customer Management (CM) teams can execute effectively and achieve success. Carrot provides an amazing customer experience centered around partnership and our Enablement directly supports our customer-facing teams to deliver. This role will build and lead a team dedicated to empowering our customer teams to deliver a seamless experience and increasingly valuable partnership and deliver on our customer retention & expansion goals. The Director will work closely with CS & CM leaders, while partnering with Product, Marketing & our Commercial Enablement teams on our strategy to develop programs that scale our customer success efforts. You will execute on the aligned strategy surrounding pricing, packaging, and positioning of new services - to support customer renewals and off-cycle expansion

• Lead and develop a high-performing team of go-to-market enablement professionals.
• Develop and execute a comprehensive customer enablement strategy, enhancing customer experience across all touchpoints.
• Partner with CS & CM Leadership, Operations, Product, Marketing, and Commercial Enablement teams to design and deliver enablement programs aligned with the overall business strategy and can access the necessary cross-functional support; supporting practices to scale global customer success across multiple products, geographies, and segments.
• Work with appropriate resources to prepare for product roll out strategies that include utilization projections, identification of ideal customers for new opportunities and prepare teams to manage targeted upsell opportunities.
• Develop the framework, tools and support that facilitate a team-based selling approach.
• Maintain high customer retention through the identification, development and implementation of customer success strategies, tools, training and programs.
• Use performance data to identify knowledge or skill gaps across the customer-supporting teams and implement enablement tools to address those gaps.
• Leverage KPIs, partnering with Operations team resources on reporting and data needs, to measure the effectiveness of enablement …