Customer Success Manager I

Summary

Join Carrot Fertility as a Customer Success Manager I and delight our Small Market Business partnership customers while supporting administrative and analytical excellence across the Customer Success team. You will ensure all operational aspects are handled for your assigned customers, support customer launches, and maintain high levels of customer satisfaction. You will also assist the Manager of Customer Success with operational tasks and respond to customer inquiries. A significant portion of this role involves providing administrative and analytical support, acting as a Customer Success files and data expert. This includes assisting all teams and customers with eligibility, reporting, and escalations. The role requires a balance between direct customer management and team-wide support. We seek a customer-centric, tech-savvy individual with strong organizational skills and a passion for Carrot's mission.

Requirements

• Bachelor’s degree 0 years of experience or 1 year of experience in  customer success, customer support, or account management in a high-growth, technology environment
• Detail-oriented
• Passion for supporting customers and teamwork
• Ability to follow detailed processes, thorough and focused in work output
• Enthusiasm for Carrot Fertility’s mission and eagerness to become a part of our collaborative, friendly, and dynamic team

Responsibilities

• Answer inquiries, provide support, and answer questions about Carrot’s products and services
• Execute day-to-day responsibilities via email and ticketing systems, prioritizing work to meet requirements of internal and external customers
• Manage daily employer eligibility files, including support of new files set up and ownership of ongoing file success

Preferred Qualifications

• Experience with Salesforce or other CRM
• Some familiarity with Carrot’s buyers (HR benefits leaders)
• Comfortable working in an ambiguous environment; organized, diligent, and self-motivated
• Collaborative approach to daily responsibilities, leveraging resources and supporting team members in work completion
• Process-oriented with an 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

Benefits

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