Customer Success Manager I

About Carrot

Carrot is a leading worldwide fertility and family care platform that orchestrates intelligent care—providing the right clinical guidance at the right moment tailored to each member's life context. Trusted by over a thousand multinational employers, health plans, and health systems, Carrot supports millions of members in 195 countries, covering stages from pre-pregnancy through menopause and other key life moments. Carrot's comprehensive clinical offerings deliver notable cost savings for plan sponsors and award-winning experiences and outcomes globally.

Recognized as a pioneer in healthcare innovation, Carrot has earned prestigious awards such as Fast Company's 'Most Innovative Companies' and CNBC's '100 Barrier Breaking Startups.' It is frequently featured by major global media including The Economist, Bloomberg, The Wall Street Journal, NPR, ABC News, and Harvard Business Review as a leading authority on digital health, the future of work, and family health.

Role Overview

We are seeking a Customer Success Manager I to focus on Small Business and partnership customers, ensuring operational excellence within the Customer Success and Customer Operations teams. Reporting to the Manager of Customer Experience and Administration, you will be responsible for the operational health of your customer portfolio—supporting launches, managing renewals, addressing customer inquiries, and maintaining superior satisfaction levels.

Additionally, you will act as the primary team expert for file and data management, handling eligibility files, reporting, and escalations, dividing your efforts between portfolio management and providing administrative and analytical team support. This position suits candidates who are customer-oriented, technologically adept, process-driven, and highly organized, with enthusiasm for advancing Carrot's mission of accessible fertility care.

Key Responsibilities

• Respond promptly to queries and provide assistance regarding Carrot's products and services for Small Business and partnership clients.
• Manage daily tasks via email and ticketing systems, prioritizing to satisfy both internal and external customers' requirements.
• Oversee employer eligibility files, including initial setup and ongoing management to ensure data accuracy and success.
• Assist with customer onboarding and renewal communications, collaborating closely with Customer Success leadership.
• Deliver administrative and analytical support across the team, addressing reporting, data needs, and escalation management.
• Help document processes and identify improvements to enhance team scalability and efficiency.

Success Milestones

• Develop strong, trust-based relationships with your Small Business and partnership customers resulting in high satisfaction and retention.
• Become the team's expert resource for eligibility file handling, reporting accuracy, and data integrity.
• Regularly achieve service-level goals in managing ticketing and emails with meticulous quality and attention.
• Ensure seamless customer activations and renewal processes with minimal escalations.
• Propose and implement at least one process enhancement to boost team efficiency within 12–18 months.

Qualifications and Skills

• Bachelor's degree required.
• Minimum one year of experience in customer success, customer support, or project management within a high-growth tech environment.
• Exceptional attention to detail and ability to adhere strictly to processes producing high-quality, focused work.
• Effective and empathetic communication skills suitable for customer and internal team interactions.
• Strong customer service orientation and passion for collaboration, aligned with Carrot's mission.
• Comfortable with technology and quick to learn new software and tools.

Desirable

• Experience using Salesforce or similar CRM platforms.
• Familiarity with tools such as Jira and Front.
• Proficiency working with data files, spreadsheets, or reporting software like Excel or Google Sheets.
• Knowledge or exposure to HR benefits, healthcare, or benefits administration.

Why This Role Is Important

This role serves as the everyday connection for Small Business and partnership clients, an increasingly significant segment of Carrot’s business. Delivering operational excellence—from eligibility file accuracy to responsive support—directly impacts the customer experience and their members' outcomes.

On a broader scale, this role upholds the Customer Success organization’s foundation by managing critical administrative and analytical tasks, thereby enabling Customer Success Managers across other segments to concentrate on strategic partnerships, amplifying retention, satisfaction, and advancing Carrot’s mission of inclusive fertility care.

Why Join Carrot?

• Engage in meaningful work dedicated to expanding global access to fertility and family-forming care.
• Be part of a high-growth company empowering leaders to influence strategy and make a difference.
• Enjoy competitive salaries, equity participation, and extensive benefits.
• Benefit from flexible time off and a culture encouraging employee recharge.
• Access comprehensive parental leave and family-forming support benefits.
• Collaborate within a supportive, inclusive, and value-driven work environment.
• Work alongside passionate professionals committed to enhancing healthcare outcomes worldwide.

Compensation

Carrot provides an all-encompassing Total Rewards package supporting employees’ life in and outside work, including health and wellness benefits, retirement plans, incentives, parental leave, family-forming assistance, and a competitive starting salary between $59,000 and $69,000, dependent on skills and experience.

Security and AI Approach

To ensure security, official Carrot communications will only originate from @get-carrot.com emails; any suspicious messages should be reported immediately. Carrot embraces AI technology thoughtfully, encouraging curiosity and responsible use among employees to enhance quality and efficiency.

Industry Recognition

Carrot has earned multiple national and international accolades for its innovative healthcare contributions and is frequently featured in top media outlets for its leadership in digital health, workforce innovation, and family care.