Senior Customer Success Manager

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, 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 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 Team:

The mid-market segment is a dedicated business model consisting of a team of Senior Customer Success Managers supporting 15-20 Carrot customers and reports to a Manager of Customer Success. The team has two Managers reporting to the Director of Customer Success

Minimum Qualifications:

• Bachelor’s degree
• 4-6 years of professional experience working closely with external customers and partners in a Customer Success Management, Customer Onboarding/Implementation, or Project Management role
• 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 starting base salary for this position will range from $93,000 - $120,000. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience.