Csm Iii

Summary

Join Carrot Fertility as a Customer Success Manager III and support new and existing mid-market customers. You will ensure customer retention, grow ACV, increase member engagement, and maintain high customer satisfaction. This role involves acting as a trusted advisor to HR benefits leaders, communicating product value, and responding to customer inquiries. You will contribute to developing customer success strategies and best practices, proactively seeking expansion opportunities with existing customers. The ideal candidate possesses a Bachelor's degree, 5+ years of relevant experience, and strong communication and project management skills. Carrot offers a comprehensive compensation and benefits package.

Requirements

• 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
• Detail-oriented
• Process-oriented with an automation/efficiency mindset

Responsibilities

• Support new and existing Carrot customers for our Mid-market segment
• Strategically work to best satisfy their needs to become a celebrated and continuing component of their benefits offering
• Support Carrot’s existing customers to ensure retention
• Grow our ACV
• Increase member engagement
• Maintain high levels of customer satisfaction
• Act as a trusted advisor to HR benefits leaders
• Help communicate the value of the Carrot product
• Respond to customer needs, questions, and requests
• Help develop customer success strategies and best practices for serving our mid-market customers
• Help support our quickly growing team
• Proactively source opportunities from existing customers, with a focus on the expansion of the relationship and helping customers accelerate their success

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
• Located in London

Benefits

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