Senior Customer Success Executive

The Role:

Carrot is seeking a Senior Customer Success Executive to support new and existing Carrot customers for our strategic segment (20,000+ covered lives) and work strategically to best satisfy their needs to become a celebrated and continuing component of their benefits offering. You'll report to our Director of Customer Success and support Carrot’s existing customers to ensure retention, 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.  Also as a Senior Customer Success Executive at Carrot, you will help develop customer success strategies and best practices for serving our strategic customers and help support our quickly growing team.

The Team: 

The strategic segment is a dedicated business model consisting of a team of Senior Customer Success Executives supporting 1-4 Carrot customers and reports to the Director of Customer Success.

Minimum Qualifications: 

• Bachelor’s degree
• 6+ years of professional experience working closely with external customers and partners in a Customer Success Management, Customer Onboarding/Implementation, or Project Management role with strategic-sized customers (20,000+ covered lives) in the benefits space
• 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

Preferred Qualifications: 

• Experience with Salesforce or other CRM 
• Some familiarity with Carrot’s buyers (HR benefits leaders) is preferred, but not required
• Detail-oriented with strong analytical, writing, and communication skills
• Comfortable working in an ambiguous environment; organized, diligent, and self-motivated
• Process-oriented with an automation/efficiency mindset; 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 expected base salary for this position will range from $133,000.00 - $153,000.00. Actual compensation, including any applicable bonus or variable component, may vary from posted base salary depending on your confirmed job-related skills and experience.