Senior Customer Success Manager

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: 

Carrot is seeking a Senior Customer Success Manager 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 Senior Customer Success Manager 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 Senior Customer Success Manager 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 $93,000.00 - $120,000.00. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience.

Why Carrot?

Carrot has received national and international recognition for its pioneering work, including Best Diversity, Equity, & Inclusion Product from the Anthem Awards, Fast Company's Most Innovative Companies, CNBC's 100 Barrier Breaking Startups, and more. Carrot is regularly featured in media reporting on issues related to the future of work, women in leadership, healthcare innovation and diversity, equity, and inclusion, including MSNBC, The Economist, Bloomberg, The Wall Street Journal, CNBC, National Public Radio, Harvard Business Review, and more. 

Carrot teams span more than 40 states across the United States and dozens of countries around the world. Carrot has received numerous workplace awards, including Fortune's Best Workplaces in Healthcare, Quartz’s Best Companies for Remote Workers, and Great Place to Work and Age-Friendly Employer certifications. Learn more at carrotfertility.com.