Customer Success Manager
2 semanas atrás
Carrot Fertility is a leading global fertility and family-building platform that provides comprehensive clinical programs for everyone, everywhere. Trusted by multinational employers, health plans, and health systems, Carrot's innovative approach delivers industry-leading cost savings and award-winning experiences for millions of people worldwide.
The RoleWe are seeking a Customer Success Manager to support new and existing Carrot customers, driving retention, increasing member engagement, and maintaining high levels of customer satisfaction. As a trusted advisor to HR benefits leaders, you will help communicate the value of the Carrot product and respond to customer needs, questions, and requests.
Key Responsibilities- Proactively engage with customers to understand their needs, challenges, and objectives.
- Serve as the primary point of contact for assigned accounts, fostering trust and confidence in our partnership from onboarding through the full customer lifecycle.
- Develop a deep understanding of the customer's business and industry to provide tailored solutions and advice.
- Work closely with customers to create and execute a success plan that aligns with their business objectives and maximizes the value they receive from our solutions.
- Act as a customer advocate within the company, representing their feedback and needs to relevant teams.
- Ensure timely resolution of customer issues, working closely across Carrot teams.
- Provide education and resources to customers to enable them to effectively use our products/services.
- Conduct regular check-ins to ensure customers are leveraging the full capabilities of our offerings.
- 3+ years of professional experience in a Customer Success, Account Management, or Project Management role, ideally in a high-growth, start-up environment.
- Enthusiasm for Carrot Fertility's mission and eagerness to become a part of our collaborative, friendly, and dynamic team.
- Detail-oriented with strong analytical, writing, and communication skills.
- Must be able to develop and grow relationships with customers.
- Track record of high customer satisfaction.
- Experience working with the full lifecycle of customer success.
- Fluency in written and spoken English.
- Experience with Salesforce or other CRM.
- Some familiarity with Carrot's buyers (HR benefits leaders) is preferred, but not required.
- Comfortable working in a fast-paced 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.
Carrot is committed to providing a competitive and 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, short- and long-term incentives, parental leave, family-forming resources, and a competitive compensation package. Actual compensation is commensurate with experience and confirmed job-related skills.
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