Customer Management Manager

Summary

Join Carrot Fertility as a Manager, Customer Management and lead a team of Customer Success Managers focused on building strategy and delighting customers. This role involves leading a high-performing team supporting new and existing customers, working strategically to meet their needs and become a valued part of their benefits offering. The team serves as the main point of contact for customers and collaborates with cross-functional teams. A Bachelor's degree, 3-7+ years of team leadership experience in customer success, onboarding, or project management, and 5+ years in healthcare/benefits are required. The ideal candidate is highly organized, detail-oriented, and a clear communicator with a passion for customer delight. Carrot offers a competitive compensation package and a holistic Total Rewards package including health and wellness benefits, retirement savings plans, short- and long-term incentives, parental leave, and family-forming assistance.

Requirements

• Bachelor’s degree
• 3-7+ years of professional experience leading a team, working closely with external customers and partners in a Customer Success Management, Customer Onboarding/Implementation, or Project Management role
• 5+ years of professional experience in healthcare and/or benefits
• 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
• Highly organized and detail-oriented
• Clear, empathetic communicator - communicate with a deep understanding of customer needs and constraints and can weigh them against internal priorities and limitations
• Persistent - don’t give up after the first or second setback, instead continue to innovate and collaborate to keep things moving forward
• Self-starter - set your own goals and act on them, seizing opportunities as they present themselves
• Passion for delighting customers and improving their members’ overall Carrot experience
• Looking to be part of a team of mature, effective, hard-working, fun, and bright people
• Enthusiasm for Carrot Fertility’s mission and eagerness to become a part of our collaborative, friendly, and dynamic team

Responsibilities

• Lead a team of Customer Success Managers focused on building strategy and delighting customers
• Lead and maintain a high-performing team that supports new and existing Carrot customers
• Work strategically to best satisfy customer needs to become a celebrated and continuing component of their benefits offering
• Serve as the main point of contact for our customers
• Work with cross-functional teams to deliver a best-in-class experience

Preferred Qualifications

• Master’s Degree
• CRM experience (ie. Catalyst, Salesforce)
• Experience with data and reporting tools such as Domo

Benefits

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