CSE

Summary

Join Carrot Fertility as a Customer Success Executive and support health plan relationships strategically to meet their needs and ensure their continued use of our benefits offering. You will report to the Sr. Director of Customer Success and work to retain clients, boost member engagement, and maintain high customer satisfaction. As a trusted advisor, you will communicate the value of Carrot's product and address client inquiries. You will also contribute to developing customer success strategies and best practices for health plan partners. This role requires a Bachelor's degree, 6+ years of experience managing health plan customers, and strong communication and analytical skills. Carrot offers a comprehensive compensation and benefits package.

Requirements

• Bachelor’s degree
• 6+ years of professional experience managing health plan customers, working closely with external customers and partners in a Customer Success Management, Customer Onboarding/Implementation, or Project Management role
• Enthusiasm for Carrot Fertility’s mission and eagerness to become a part of our collaborative, friendly, and dynamic team
• 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
• Acts as a strategic business partner to position and promote adoption of the Carrot benefit
• Assesses the competitive landscape and develops a strategic approach to drive a competitive advantage
• Clear, empathetic communicator - you communicate with a deep understanding of customer needs and constraints and can weigh them against internal priorities and limitations
• Ability to derive insights from data sets and translate them into a customer-appropriate narrative
• Detail-oriented with strong analytical, writing, and communication skills
• Comfortable working in an ambiguous environment; organized, diligent, and self-motivated
• Process-oriented with an automation/efficiency mindset; 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
• Ability to travel as needed

Responsibilities

• Support health plan relationships and work strategically to best satisfy their needs to become a celebrated and continuing component of their benefits offering
• Ensure retention, increase member engagement, and maintain high levels of customer satisfaction
• Act as a trusted advisor to Carrot’s health plan partners, communicating the value of the Carrot product, and responding to needs, questions, and requests
• Help develop customer success strategies and best practices for serving our health plan partners

Preferred Qualifications

• Experience with Salesforce or other CRM
• Familiarity with Carrot’s buyers (HR benefits leaders)

Benefits

• Health and wellness benefits
• Retirement savings plans
• Short- and long-term incentives
• Parental leave
• Family-forming assistance
• Competitive compensation package
• The starting base salary for this position will range from $120,000.00 - $140,000.00