CSM II

Summary

Join Carrot Fertility as a Customer Success Manager II and take ownership of a portfolio of small business accounts. Lead customer success and satisfaction by driving retention, increasing member engagement, and accelerating growth. Serve as a strategic advisor to HR benefits leaders, proactively communicating Carrot's value and identifying expansion opportunities. Partner with internal teams to deliver business outcomes and ensure long-term partnership health. This role requires a strategy-oriented, customer-first mindset and thrives in fast-paced environments. You will be accountable for driving retention, increasing member engagement, and accelerating growth within your book of business.

Requirements

• 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

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

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

Benefits

• Health and wellness benefits
• Retirement savings plans
• Short- and long-term incentives
• Parental leave
• Family-forming assistance
• Competitive compensation package