Customer Success Manager, Carrot Fertility

• 3+ years of professional experience in a Customer Success, Account Management, or Project Management role, ideally in a high-growth, start-up environment
• Enthusiasm for Carrot Fertility’s mission and eagerness to become a part of our collaborative, friendly, and dynamic team
• Detail-oriented with strong analytical, writing, and communication skills
• Must be able to develop and grow relationships with customers
• Track record of high customer satisfaction
• Experience working with full lifecycle of customer success
• Fluency in written and spoken English

Desirable

• Carrot is seeking a Customer Success Manager to support new and existing Carrot customers, helping to drive retention, increase member engagement, and maintain high levels of customer satisfaction. The Customer Success Manager 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
• Proactively engage with customers to understand their needs, challenges, and objectives
• Serve as the primary point of contact for your assigned accounts, fostering trust and confidence in our partnership. From onboarding through the full customer lifecycle
• Develop a deep understanding of the customer's business and industry to provide tailored solutions and advice
• Work closely with customers to create and execute a success plan that aligns with their business objectives and maximizes the value they receive from our solutions
• Act as a customer advocate within the company, representing their feedback and needs to relevant teams
• Ensure timely resolution of customer issues, working closely across Carrot teams
• Provide education and resources to customers to enable them to effectively use our products/services
• Conduct regular check-ins to ensure customers are leveraging the full capabilities of our offerings

• Medical, dental, vision, and a $15,000 lifetime maximum benefit for fertility and family-forming
• Access to licensed therapists and board-certified physicians
• Productivity stipend
• Co-working space
• Up to 14 weeks of fully paid time off for all new parents for the birth, adoption, or foster care placement of a child
• 401(k)
• Home office stipend
• Flexible time off policy

Total funding: $114.3m

Carrot Fertility allows employers to provide fertility healthcare benefits to their staff. The company’s program includes IVF, egg freezing, donor and gestational carrier services, adoption, and pharmaceutical services.