[Hiring] Customer Success Manager @Carrot

Role Description

Customer Success Managers at Carrot are the heartbeat of our customer relationships. You'll work directly with our members — helping them get real results from the Carrot platform. More leads. Better SEO. A website that actually works for their business.

This role exists because our customer's success IS our success. When a Carrot member generates their first motivated seller lead, closes a deal from organic traffic, or finally cracks their content strategy — that's because someone like you showed up for them. You're not just jumping on strategy calls and responding to email, you're building relationships, catching risk before it turns into churn, improving the systems our team runs on, and advocating loudly for customers when it matters most.

In year one, success looks like:

• Handing customer relationships with confidence and expertise.
• Becoming a trusted resource for our customers and your teammates.
• Leaving your mark on the processes and playbooks that make the whole Customer Experience team better.

Goals & Outcomes

• Provide onboarding support to new members in both the B2C and B2B spaces, minimizing their time to value on our platform.
• Proactively monitor customer health signals and run save conversations with at-risk accounts before they reach the cancellation stage.
• Identify and flag expansion opportunities to the Sales team when your customers are set up to grow.
• Surface meaningful customer feedback to Product and leadership — not just themes, but the context and evidence that actually drives decisions.
• Improve the systems you inherit — updating playbooks, maintaining documentation, and proposing workflow changes that make the whole team better.
• Build genuine, long-term relationships with your customers — they should hear from you when things are going well, not just when something's wrong.

Qualifications

• 2+ years of experience in customer success, account management, or a similar customer-facing role.
• A self-starter who doesn't just follow processes — you spot friction, suggest fixes, and help make things better.
• Exceptional verbal, written, and presentation skills — you can adapt your communication style whether you're coaching a first-time user or navigating a tough conversation with a frustrated investor.
• Proven ability to inspire, coach, and motivate customers to get real results from a product.
• Comfortable with difficult conversations — pricing concerns, feature gaps, at-risk accounts — handled with empathy and professionalism.
• Experience with HubSpot or similar CRM tools; you use them to manage your book strategically, not just log notes.
• Familiarity with AI tools and an eagerness to use them to work smarter.
• Strong understanding of SEO, digital marketing, and lead generation — or the drive to get there fast.
• Knowledge of 3rd party integrations such as CRMs and domain hosts.
• Ability to thrive independently in a fully remote environment while being a genuine team player.
• Deep empathy for customer success — you take it a little personally when your customers aren't winning.

Benefits

• 3 weeks of vacation time + 1 week of personal leave + 11 paid holidays each year.
• We’ll cover 75% of the total cost (including dependents) for any of our health, dental, vision, & life insurance plans.
• As long as you’re legally authorized to work in the U.S. and have a U.S. mailing address, we don’t care where you work from!
• You'll be eligible to open your 401(k) and begin employee contributions immediately upon being hired; employer contributions (currently 1%) will take effect after 6 months of employment.
• Snag a new computer on us and receive a yearly stipend to set up your home office.
• We’ll provide a dedicated budget for courses, training, or conferences that will help you improve in your role.
• Let us foot the bill for your gym membership or home workout equipment.
• Each year we’ll donate $500 in your name to a non-profit or charity that you’re passionate about.
• Carrot will gladly buy you one book each month that will help you grow personally or professionally, all you have to do is ask!
• Take up to 6 paid weeks off to enjoy your new little one!