[Hiring] Customer Success Executive @Carrot

Role Description

Carrot is seeking a Customer Success Executive to support customers in our Health Plans segment, one of Carrot's most strategic channels. You will partner with health plan customers, serving as the primary point of contact for account, product, and clinical stakeholders to ensure Carrot remains a valued, ongoing part of the benefits they deliver to their members.

You'll work closely with these customers to:

• Promote retention
• Boost member engagement
• Uphold excellent customer satisfaction

In this role, you will serve as a trusted advisor to health plan stakeholders, clearly communicate the value of Carrot's offerings through payer-ready reporting on utilization, outcomes, and cost savings, and respond proactively to customer questions and requests while navigating the operating rhythms of large payer organizations.

As a Customer Success Executive dedicated to this segment, you will help shape how Carrot supports health plan customers, contributing to the playbooks and best practices that will scale as the channel grows, and playing a vital role in the growth and collaboration of our Customer Success team.

What You’ll Own

• Own a portfolio of health plan accounts, serving as the primary point of contact and trusted advisor to plan account, product, and clinical stakeholders
• Drive retention and renewal outcomes across your book of business, proactively identifying risks and building action plans that account for payer procurement and renewal cycles
• Increase member engagement and program utilization across covered populations through data-informed recommendations and a regular cadence of business reviews
• Present program value, outcomes, and cost-savings data to health plan leadership through clear storytelling, reporting, and executive-ready presentations
• Partner cross-functionally with Health Plan Sales, Implementation, Business Intelligence, Legal & Compliance, and Member Success to deliver a seamless customer experience
• Identify and support expansion opportunities within existing health plan relationships, including new lines of business and new populations, in partnership with the Health Plan Sales team
• Contribute to the customer success playbooks, processes, and best practices for the Health Plans segment as the channel scales

What Success Looks Like

• Built trusted, multi-threaded relationships across your portfolio of health plan customers, reflected in strong customer satisfaction and account health
• Delivered consistent retention and renewal results across your book of business
• Increased member engagement and program utilization across covered populations through proactive, data-informed recommendations
• Established a regular cadence of business reviews and payer-ready reporting that clearly communicates value, outcomes, and cost savings to plan stakeholders
• Contributed at least one scalable playbook, process improvement, or best practice adopted across the Health Plans segment

Qualifications

• A Bachelor's degree
• 6+ years of professional experience working closely with external customers in a Customer Success, Account Management, or client services role in the health plan, payer, or healthcare benefits space
• Experience working with or within health plans, with an understanding of how payers evaluate, launch, and manage partner programs
• A track record of successfully managing complex, multi-stakeholder relationships and projects to deadline across simultaneous workstreams
• Clear, empathetic communication skills, with comfort presenting to plan leadership and executive audiences
• Enthusiasm for Carrot's mission and eagerness to become part of a collaborative, friendly, and dynamic team

Nice to Have

• Existing relationships within national or regional health plans
• Familiarity with payer operations such as clinical program integration, network strategy, or utilization and outcomes reporting
• Experience with Salesforce or another CRM, managing tasks efficiently in a dynamic environment
• Strong analytical, writing, and communication skills with sharp attention to detail
• Comfort navigating ambiguity in a growing segment; highly organized, diligent, and self-motivated
• Willingness to travel for customer meetings and industry conferences

Why This Role Matters

Health plans are one of Carrot's most strategic channels: a single plan relationship can extend Carrot's care to entire covered populations, and Carrot's reputation in the payer market is earned account by account. The Customer Success Executive is the steward of these relationships, translating Carrot's clinical program and platform into measurable value for plans and the members they serve.

Every renewed partnership and every increase in member engagement means more people can access fertility and family-building care at scale. This role sits at the center of that impact, connecting customer outcomes in the payer market to Carrot's mission of providing care for everyone, everywhere.

Interview Process

We believe in a thoughtful and transparent interview process designed to create alignment for both candidates and our team. For this role, candidates can expect:

• Recruiter Screen — 30 minutes
• Hiring Manager Interview — 30–45 minutes
• Cross-Functional Panel Interviews — 45 minutes
• Executive Leadership Conversation — 30 minutes
• Hiring Manager Wrap-Up — 15 minutes

Throughout the process, we will share additional context about the team, business priorities, customer landscape, and what success looks like in this role.

Why Candidates Join Carrot

• 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.
• Competitive compensation, equity, and comprehensive benefits.
• Flexible Time Off and a culture that actively encourages employees to recharge.
• Comprehensive parental leave and family-forming benefits.
• A collaborative, inclusive, and values-driven culture.
• The opportunity to work alongside passionate, thoughtful teammates committed to improving healthcare outcomes worldwide.

Compensation

Carrot offers a 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, retirement savings plans, short- and long-term incentives, parental leave, family-forming assistance, and a competitive compensation package. The starting base salary for this position will range from $108,000-$130,000. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience.

Fraud and Security Notice

Please note that all communication regarding job opportunities at Carrot will come exclusively from an @get-carrot.com email address. If you receive messages from any other domain, please disregard them and report the incident to: [email protected]

A Note on AI

At Carrot, we believe AI can help us work smarter, move faster, and create more meaningful experiences for our members, customers, and each other. While not every role requires deep technical AI expertise, we value people who are curious, eager to learn, and excited to thoughtfully incorporate AI into their day-to-day work.

For some roles, AI fluency is a core requirement—and we'll call that out clearly in the qualifications. For everyone else, we're looking for people who embrace new ways of working, use AI responsibly to improve quality and efficiency, and continue to learn as the technology evolves.

Why Carrot?

Carrot has received national and international recognition for its pioneering work, including Fast Company's Most Innovative Companies and World Changing Ideas, Inc. Power Partners, and Modern Healthcare’s Innovators. Carrot’s global workforce has been acknowledged with several accolades, including Fortune’s Best Workplaces in Healthcare, Great Place to Work, and Age-Friendly Employer certifications. Carrot is regularly featured in media reporting on issues related to the future of work, women in leadership, and healthcare innovation, including MSNBC, The Economist, Bloomberg, The Wall Street Journal, CNBC, National Public Radio, Harvard Business Review, and more.