Customer Success Manager | Carrot Fertility | Remote (Canada)
Posted 2025-09-08
Remote, USA
Full Time
Immediate Start
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">About Carrot:</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><a href="https://www.carrotfertility.com/" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer nofollow">Carrot Fertility</a> is the leading global fertility and family-building platform providing care for everyone, everywhere. Trusted by more than a thousand multinational employers, health plans, and health systems, Carrot’s comprehensive clinical program delivers industry-leading cost savings for employers and award-winning experiences for millions of people worldwide. From maternity through menopause and pre-pregnancy through parenting, Carrot is dedicated to expanding access and improving outcomes. Carrot empowers members with compassionate, personalized, and inclusive support.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">The Role:</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Carrot is seeking a Customer Success Manager to support new and existing Carrot customers, helping to drive retention, increase member engagement, and maintain high levels of customer satisfaction. The Customer Success Manager acts as a trusted advisor to HR benefits leaders, helps communicate the value of the Carrot product, and responds to customer needs, questions and requests.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Our Customer Success Managers:</strong></p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Proactively engage with customers to understand their needs, challenges, and objectives.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Serve as the primary point of contact for your assigned accounts, fostering trust and confidence in our partnership. From onboarding through the full customer lifecycle</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Develop a deep understanding of the customer’s business and industry to provide tailored solutions and advice.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">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.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Act as a customer advocate within the company, representing their feedback and needs to relevant teams.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Ensure timely resolution of customer issues, working closely across Carrot teams.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Provide education and resources to customers to enable them to effectively use our products/services.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Conduct regular check-ins to ensure customers are leveraging the full capabilities of our offerings.</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Minimum Qualifications:</strong></p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">3+ years of professional experience in a Customer Success, Account Management, or Project Management role, ideally in a high-growth, start-up environment</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Enthusiasm for Carrot Fertility’s mission and eagerness to become a part of our collaborative, friendly, and dynamic team</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Detail-oriented with strong analytical, writing, and communication skills</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Must be able to develop and grow relationships with customers</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Track record of high customer satisfaction</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Experience working with full lifecycle of customer success</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Fluency in written and spoken English</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Preferred Qualifications:</strong></p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Experience with Salesforce or other CRM</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Some familiarity with Carrot’s buyers (HR benefits leaders) is preferred, but not required</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Comfortable working in an fast paced environment; organized, diligent, and self-motivated</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Process-oriented with an automation/efficiency mindset; experience developing best practices, creating scalable systems and automating routine processes</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Ability to adopt a continuous improvement mindset and actively contribute to the processes and procedures of the Customer Success team</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Compensation:</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Why Carrot?</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Carrot has received national and international recognition for its pioneering work, including Best Diversity, Equity, & Inclusion Product from the Anthem Awards, Fast Company’s Most Innovative Companies, CNBC’s 100 Barrier Breaking Startups, and more. Carrot is regularly featured in media reporting on issues related to the future of work, women in leadership, healthcare innovation and diversity, equity, and inclusion, including MSNBC, The Economist, Bloomberg, The Wall Street Journal, CNBC, National Public Radio, Harvard Business Review, and more.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Carrot teams span more than 40 states across the United States and dozens of countries around the world. Carrot has received numerous workplace awards, including Fortune’s Best Workplaces in Healthcare, Quartz’s Best Companies for Remote Workers, and Great Place to Work and Age-Friendly Employer certifications. Learn more at carrotfertility.com.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><a href="https://www.carrotfertility.com/" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer nofollow">Carrot Fertility</a> is the leading global fertility and family-building platform providing care for everyone, everywhere. Trusted by more than a thousand multinational employers, health plans, and health systems, Carrot’s comprehensive clinical program delivers industry-leading cost savings for employers and award-winning experiences for millions of people worldwide. From maternity through menopause and pre-pregnancy through parenting, Carrot is dedicated to expanding access and improving outcomes. Carrot empowers members with compassionate, personalized, and inclusive support.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">The Role:</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Carrot is seeking a Customer Success Manager to support new and existing Carrot customers, helping to drive retention, increase member engagement, and maintain high levels of customer satisfaction. The Customer Success Manager acts as a trusted advisor to HR benefits leaders, helps communicate the value of the Carrot product, and responds to customer needs, questions and requests.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Our Customer Success Managers:</strong></p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Proactively engage with customers to understand their needs, challenges, and objectives.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Serve as the primary point of contact for your assigned accounts, fostering trust and confidence in our partnership. From onboarding through the full customer lifecycle</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Develop a deep understanding of the customer’s business and industry to provide tailored solutions and advice.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">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.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Act as a customer advocate within the company, representing their feedback and needs to relevant teams.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Ensure timely resolution of customer issues, working closely across Carrot teams.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Provide education and resources to customers to enable them to effectively use our products/services.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Conduct regular check-ins to ensure customers are leveraging the full capabilities of our offerings.</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Minimum Qualifications:</strong></p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">3+ years of professional experience in a Customer Success, Account Management, or Project Management role, ideally in a high-growth, start-up environment</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Enthusiasm for Carrot Fertility’s mission and eagerness to become a part of our collaborative, friendly, and dynamic team</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Detail-oriented with strong analytical, writing, and communication skills</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Must be able to develop and grow relationships with customers</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Track record of high customer satisfaction</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Experience working with full lifecycle of customer success</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Fluency in written and spoken English</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Preferred Qualifications:</strong></p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Experience with Salesforce or other CRM</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Some familiarity with Carrot’s buyers (HR benefits leaders) is preferred, but not required</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Comfortable working in an fast paced environment; organized, diligent, and self-motivated</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Process-oriented with an automation/efficiency mindset; experience developing best practices, creating scalable systems and automating routine processes</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Ability to adopt a continuous improvement mindset and actively contribute to the processes and procedures of the Customer Success team</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Compensation:</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Why Carrot?</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Carrot has received national and international recognition for its pioneering work, including Best Diversity, Equity, & Inclusion Product from the Anthem Awards, Fast Company’s Most Innovative Companies, CNBC’s 100 Barrier Breaking Startups, and more. Carrot is regularly featured in media reporting on issues related to the future of work, women in leadership, healthcare innovation and diversity, equity, and inclusion, including MSNBC, The Economist, Bloomberg, The Wall Street Journal, CNBC, National Public Radio, Harvard Business Review, and more.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Carrot teams span more than 40 states across the United States and dozens of countries around the world. Carrot has received numerous workplace awards, including Fortune’s Best Workplaces in Healthcare, Quartz’s Best Companies for Remote Workers, and Great Place to Work and Age-Friendly Employer certifications. Learn more at carrotfertility.com.</p>