CSM II

at  Carrot Fertility

ABOUT CARROT:

Carrot Fertility is the leading global fertility and family-building platform providing care for everyone, everywhere. Trusted by more than a thousand multinational employers, health plans, and health systems, Carrot’s comprehensive clinical program delivers industry-leading cost savings for employers and award-winning experiences for millions of people worldwide. From maternity through menopause and pre-pregnancy through parenting, Carrot is dedicated to expanding access and improving outcomes. Carrot empowers members with compassionate, personalized, and inclusive support.

MINIMUM QUALIFICATIONS:

• Bachelor’s degree
• 3+ years of experience in customer success, customer support, or account management in a high-growth, technology environment
• Experience with Salesforce or other CRM
• Some familiarity with Carrot’s buyers (HR benefits leaders) is preferred, but not required
• Detail-oriented
• Process-oriented with an automation/efficiency mindset
• Enthusiasm for Carrot Fertility’s mission and eagerness to become a part of our collaborative, friendly, and dynamic team

PREFERRED QUALIFICATIONS:

• Comfortable working in an ambiguous environment; organized, diligent, and self-motivated
• Process-oriented with an automation/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

Carrot is seeking a Customer Success Manager II to support new and existing Carrot customers within the health plans segment, helping to drive retention, increase member engagement, and maintain high levels of customer satisfaction. The Customer Success Manager II acts as a trusted advisor to HR benefits leaders, helps communicate the value of the Carrot product, and responds to customer needs, questions and requests. You’ll report to our Senior Director of Customer Success. The Customer Success Manager II will work closely with our Renewals and Expansions Manager to proactively identify opportunities to grow your book of business. We’re looking for a customer-centric, tech-savvy, process-oriented person with good organizational skills and an interest in furthering Carrot’s mission of fertility care for all.