The Role:
Carrot is seeking a Senior Customer Success Manager to support new and existing Carrot customers for our Mid-market segment and work strategically to best satisfy their needs to become a celebrated and continuing component of their benefits offering. You'll report to a Manager of Customer Success and support Carrot’s existing customers to ensure retention, grow our ACV, increase member engagement, and maintain high levels of customer satisfaction. You will act as a trusted advisor to HR benefits leaders, help communicate the value of the Carrot product, and respond to customer needs, questions, and requests. As a Senior Customer Success Manager at Carrot, you will help develop customer success strategies and best practices for serving our mid-market customers and help support our quickly growing team. The Senior Customer Success Manager should proactively source opportunities from existing customers, with a focus on the expansion of the relationship and helping customers accelerate their success.
Minimum Qualifications:
- Bachelor’s degree
- 5+ years of experience in customer success, customer support, or account management in a high-growth, technology environment
- Successfully managed complex projects - from coordinating with cross-functional teams to setting and meeting deadlines, you excel at juggling various moving parts of multiple simultaneous projects to deliver exceptional results
- Clear, empathetic communicator - you communicate with a deep understanding of customer needs and constraints and can weigh them against internal priorities and limitations
- Enthusiasm for Carrot Fertility’s mission and eagerness to become a part of our collaborative, friendly, and dynamic team
- 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
Preferred Qualifications:
- Comfortable working in an ambiguous environment; organized, diligent, and self-motivated
- Prior experience successfully renewing and driving expansion of existing customer relationships
- 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
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 $93,000.00 - $120,000.00. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience.