Customer Success Manager II

About Carrot

Carrot Fertility is the leading global fertility, family-building, and lifelong hormonal healthcare 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.

The Role

Carrot is seeking a Customer Success Manager II to take full ownership of a defined customer portfolio within our Small Business segment. In this role, you won’t just support customers, you’ll be responsible for leading their success and satisfaction. You will be accountable for driving retention, increasing member engagement, and accelerating growth within your book of business. Acting as a strategic advisor to HR benefits leaders, you will proactively communicate Carrot’s value, resolve issues with urgency, and identify opportunities for expansion. Reporting to the Manager of Customer Management and partnering with our Customer Strategy Director, you’ll operate with autonomy and authority, working cross-functionally to deliver business outcomes and ensure long-term partnership health.

We’re looking for a strategy-oriented self-starter with a customer-first mindset and a strong sense of accountability. You thrive in fast-paced environments, take initiative without waiting to be asked, and are eager to further Carrot's mission of fertility care for all.

Key Responsibilities:

• Own and lead the success of your assigned accounts, serving as the primary driver of relationship health, product adoption, and retention.
• Proactively leverage customer behavior insights and feedback to inform and execute strategic account growth plans, identifying and driving upsell and expansion opportunities in every conversation, leading with a clear vision for mutual growth.
• Conduct regular strategic check-ins and business reviews to align on goals, track performance, and course-correct as needed.
• Monitor and act on success metrics like CSAT, utilization, and engagement to proactively identify risks and eliminate churn drivers.
• Partner with internal teams, including Customer Strategy Directors, Product, and Ops, to ensure customers realize maximum value from their Carrot partnership.
• Be a visible and vocal advocate for your customers internally, pushing for improvements that drive satisfaction and outcomes.

Minimum Qualifications:

• Bachelor’s degree
• 3+ years of experience in customer success, customer support, or account management in a high-growth, technology environment
• Proficiency with Salesforce or other CRM
• Comfortable presenting to and advising HR benefits leaders
• Strong organizational skills with a proactive, solutions-oriented mindset
• Enthusiasm for Carrot Fertility’s mission and eagerness to become a part of our collaborative, friendly, and dynamic team

Preferred Qualifications:

• Experience operating in a fast-paced, high-growth, or startup environment
• Proven ability to take initiative, manage ambiguity, and build scalable processes
• Continuous improvement mindset and a track record of shaping best practices on a growing Customer Management team

Compensation

Carrot offers a holistic Total Rewards package designed to support our employees in all aspects of their life inside and outside of work, including health and wellness benefits, retirement savings plans, short- and long-term incentives, parental leave, family-forming assistance, and a competitive compensation package. The starting base salary for this position will range from $80,000.00 - $90,000.00. Actual compensation may vary from posted base salary depending on your confirmed job-related