Job Description: Customer Success Manager - Mid-Market

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 looking for a Customer Success Manager to lead a team of Mid-Market Business (MM) CSM III's focused on building strategy and delighting our customers. This role will lead and maintain a high-performing team that supports new and existing Carrot customers aligned with the MM segment that works strategically to best satisfy their needs to become a celebrated and continuing component of their benefits offering. Growing existing accounts through renewal and off-cycle expansion will be a key component of this role.

The Team:

The MM team will consist of 2 teams, each led by one manager and consisting of up to 8 CSM III's per team. The team serves as the main point of contact for our customers and works with all of Carrot to deliver a best-in-class customer experience.

Minimum Qualifications:

• 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 and complex projects, excelling at coordinating with cross-functional teams, setting and meeting deadlines, and juggling multiple simultaneous projects to deliver exceptional results.
• Highly organized and detail-oriented.
• Clear, empathetic communicator, demonstrating a deep understanding of customer needs and constraints, and the ability to weigh them against internal priorities and limitations.
• Persistent, with a drive to innovate and collaborate to overcome setbacks.
• Self-starter, capable of setting personal goals and acting on opportunities.
• Passion for delighting customers and improving their members’ overall Carrot experience.
• Desire to be part of a team of mature, effective, hard-working, fun, and bright people.
• Enthusiasm for Carrot Fertility’s mission and eagerness to join a collaborative, friendly, and dynamic team.

Preferred Qualifications:

• Master’s Degree
• CRM experience (e.g., Catalyst, Salesforce)
• Experience with data and reporting tools such as Domo

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 $120,000.00 - $140,000.00. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience.

Fraud and Security Notice:

Please note that all communication regarding job opportunities at Carrot will come exclusively from an @get-carrot.com email address. If you receive messages from any other domain, please disregard them and report the incident to: securityreporting@get-carrot.com

Why Carrot?

Carrot has received national and international recognition for its pioneering work, including Fast Company's Most Innovative Companies and World Changing Ideas.

Salary:

[Not Specified]

Location Type:

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Employment Type:

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