Customer Success Manager

3 semanas atrás

Rio de Janeiro, Rio de Janeiro, Brasil Carrot Fertility Tempo inteiro
About Carrot Fertility

Carrot Fertility is a leading global fertility and family-building platform dedicated to expanding access and improving outcomes for individuals and families worldwide. With a comprehensive clinical program and a commitment to compassionate, personalized, and inclusive support, Carrot empowers members to achieve their reproductive goals.

The Role

We 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.
  • 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.
Requirements
  • 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.
Preferred Qualifications
  • 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.
Compensation

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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