Note: The job is a remote job and is open to candidates in USA. Carrot is a global fertility and family care platform that provides clinical guidance and support to members through employers, health plans, and health systems. The Customer Success Executive will manage strategic enterprise accounts, drive retention and renewals, increase member engagement, communicate customer value, and partner cross-functionally to deliver a seamless customer experience.
Responsibilities
- Own a portfolio of strategic enterprise accounts, serving as the primary point of contact and trusted advisor to HR benefits leaders
- Drive retention and renewal outcomes across your book of business, proactively identifying risks and building action plans to address them
- Increase member engagement and program utilization through data-informed recommendations and a regular cadence of business reviews
- Communicate the value of Carrot's offerings through clear storytelling, reporting, and executive-ready presentations
- Partner cross-functionally with Implementation, Product, Marketing, Sales, Legal & Compliance, and Member Success to deliver a seamless customer experience
- Identify and support expansion opportunities within existing accounts in partnership with Sales
- Contribute to customer success strategies, playbooks, and best practices that scale across the Strategic segment
Skills
- A 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 enterprise-sized customers (10,000+ covered lives) in the benefits space
- A track record of successfully managing complex projects, coordinating with cross-functional teams, and meeting deadlines across multiple simultaneous workstreams
- Clear, empathetic communication skills, with the ability to weigh customer needs and constraints against internal priorities
- Enthusiasm for Carrot's mission and eagerness to become part of a collaborative, friendly, and dynamic team
- Experience with Salesforce or another CRM, managing tasks efficiently in a dynamic environment
- Familiarity with Carrot's buyers (HR benefits leaders)
- Strong analytical, writing, and communication skills with sharp attention to detail
- Comfort navigating ambiguity; highly organized, diligent, and self-motivated
- A process-minded approach, with experience building scalable systems, improving efficiency, and automating routine work
- A continuous improvement mindset and a habit of creating moments of delight for customers and colleagues
Benefits
- Equity
- Comprehensive health and wellness benefits
- Retirement savings plans
- Short- and long-term incentives
- Flexible Time Off and a culture that actively encourages employees to recharge
- Comprehensive parental leave
- Family-forming benefits
- Family-forming assistance
- A mission-driven company focused on expanding access to fertility and family-forming care globally
- A high-growth environment where leaders are empowered to shape strategy and drive impact
- A collaborative, inclusive, and values-driven culture
- The opportunity to work alongside passionate, thoughtful teammates committed to improving healthcare outcomes worldwide
Company Overview