Manager, Customer Success

Summary

Join Carrot Fertility as a Customer Success Manager to lead a team of Mid-Market Business CSM IIIs. You will build strategy, delight customers, and maintain a high-performing team supporting new and existing Carrot customers. A key responsibility is growing existing accounts through renewal and expansion. The team serves as the main point of contact for customers and collaborates with all of Carrot to deliver a best-in-class customer experience. The role requires leading a team, managing complex projects, and communicating effectively with customers. Success in this position demands strong organizational skills, persistence, and a passion for customer delight.

Requirements

• Bachelor’s degree
• 5-7 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
• 3+ years of professional experience in healthcare and/or benefits
• Successfully managed a team, 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
• A 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
• A self-starter - set your own goals and act on them, seizing opportunities as they present themselves
• A 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 Mid-Market Business (MM) CSM IIIs focused on building strategy and delighting our customers
• Maintain a high-performing team that supports new and existing Carrot customers aligned with the MM segment
• Work strategically to best satisfy customer needs to become a celebrated and continuing component of their benefits offering
• Grow existing accounts through renewal and off-cycle expansion
• Serve as the main point of contact for our customers
• Work with all of Carrot to deliver a best-in-class customer 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