Director of Customer Success Enablement

About Carrot:

Carrot 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:

The Director of Customer Success Enablement will work cross-functionally to develop and drive programs, define metrics, and use business insights and data to ensure the Customer Success (CS) & Customer Management (CM) teams can execute effectively and achieve success. Carrot provides an amazing customer experience centered around partnership, and our Enablement directly supports our customer-facing teams to deliver this.

This role will build and lead a team dedicated to empowering our customer teams to deliver a seamless experience and increasingly valuable partnership, and to deliver on our customer retention & expansion goals. The Director will work closely with CS & CM leaders, while partnering with Product, Marketing & our Commercial Enablement teams on our strategy to develop programs that scale our customer success efforts. You will execute on the aligned strategy surrounding pricing, packaging, and positioning of new services to support customer renewals and off-cycle expansion.

Key Responsibilities:

• Lead and develop a high-performing team of go-to-market enablement professionals.
• Develop and execute a comprehensive customer enablement strategy, enhancing customer experience across all touchpoints.
• Partner with CS & CM Leadership, Operations, Product, Marketing, and Commercial Enablement teams to design and deliver enablement programs aligned with the overall business strategy and can access the necessary cross-functional support; supporting practices to scale global customer success across multiple products, geographies, and segments.
• Work with appropriate resources to prepare for product roll out strategies that include utilization projections, identification of ideal customers for new opportunities, and prepare teams to manage targeted upsell opportunities.
• Develop the framework, tools, and support that facilitate a team-based selling approach.
• Maintain high customer retention through the identification, development, and implementation of customer success strategies, tools, training, and programs.
• Use performance data to identify knowledge or skill gaps across the customer-supporting teams and implement enablement tools to address those gaps.
• Leverage KPIs, partnering with Operations team resources on reporting and data needs, to measure the effectiveness of enablement programs, understand customer churn activity, and assess upsell efforts. Provide regular reporting and insights on the impact of enablement initiatives to stakeholders.
• Own segment-specific playbooks (Customer Success methodology and lifecycle management plays) and other required content for the customer lifecycle process.
• Partner with the Director, Optimization and other Operations team colleagues on opportunities to improve tools, resources, and processes that will deliver on efficiency targets, positively impact the customer experience, and improve job satisfaction for the Customer Success teams.
• Stay current with industry trends and best practices to continuously improve programs.

The Team:

You will join a newly developed Customer Success Enablement team at Carrot with the opportunity to work with various teams across the organization with the expressed goal of ensuring our CS teams are set up for success, ensuring we meet retention and growth goals, while continuously expanding the partnership we have with each of our customers.