[Hiring] Customer Success Manager II @Carrot Fertility

Role Description

Carrot is looking for a Customer Success Manager II to own the health, adoption, retention, and growth of a book of Small Business (SMB) accounts. Reporting to a Manager of Customer Success, you will serve as the primary point of contact and trusted advisor for HR benefits leaders across your portfolio, helping them communicate the value of the Carrot benefit, respond to their needs, and ensure Carrot remains a celebrated part of their benefits offering.

Your day-to-day will center on proactive account management:

• Running regular check-ins and business reviews
• Monitoring success metrics like CSAT, utilization, and member engagement
• Surfacing risks before they become churn drivers
• Supporting renewals across your book
• Identifying expansion opportunities that contribute to ACV growth

This is an ideal role for a customer-centric CS professional who executes established playbooks with consistency and quality while building the foundation for growth into more complex account work at Carrot.

Qualifications

• A bachelor’s degree
• 3+ years of experience in customer success, account management, or customer support in a high-growth technology environment
• A track record of managing a book of business with strong retention and customer satisfaction outcomes
• Comfort presenting to HR benefits leaders, with a clear, empathetic communication style that balances customer needs against internal priorities
• Proficiency with Salesforce or another CRM
• Strong organizational skills and a proactive, solutions-oriented mindset
• Enthusiasm for Carrot’s mission and eagerness to be part of a collaborative, friendly, and dynamic team

Requirements

• Identify and pursue expansion and upsell opportunities within your book, contributing to ACV growth
• Partner with internal teams, including Product, Implementation, Member Support, and Operations, to ensure customers realize full value from their Carrot partnership
• Maintain accurate account records and pipeline hygiene in Salesforce
• Execute established SMB playbooks with consistency and surface feedback that helps the team improve and scale

Benefits

• 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

Interview Process

For this role, candidates can expect:

• Recruiter Screen — 30 minutes
• Hiring Manager Interview — 30–45 minutes
• Presentation 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.

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 $70,000.00 to $82,000.00. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience.