About Carrot

Carrot is the leading global fertility and family care platform, built on intelligent care orchestration: the right clinical guidance, at the right moment, in the context of each member’s life. More than a thousand multinational employers, health plans, and health systems trust Carrot to support millions of members across 195 countries from pre-pregnancy through menopause and major life moments in between. Carrot's comprehensive clinical program delivers industry-leading cost savings for plan sponsors and award-winning experiences and improved outcomes for millions of people worldwide.

Carrot is widely regarded as a defining force in healthcare innovation as a recipient of several top-tier awards, including Fast Company's 'Most Innovative Companies' and CNBC's '100 Barrier Breaking Startups'. The company is regularly cited by leading global outlets, including The Economist, Bloomberg, The Wall Street Journal, NPR, ABC News, and Harvard Business Review, as a leading voice on digital health, the future of work, and family health. Learn more at get-carrot.com.

The Opportunity

Are you an advocate for exceptional member experiences? Do you thrive on building strong relationships and helping innovative solutions make a real difference in people's lives? At Carrot, we are transforming fertility and family care globally, and we are searching for a passionate Customer Success Manager II to join our fully remote, worldwide team. This isn't just about managing accounts; it is about partnering with leading employers to ensure their employees receive unparalleled support on their unique family journeys. If you are ready to drive success and truly impact the future of healthcare, let's talk.

Overview of the Role

As a Customer Success Manager II at Carrot, you will be a pivotal partner to our valued clients. You will own and nurture key relationships with some of the world's most forward-thinking employers, ensuring they fully leverage Carrot's innovative fertility and family care platform. This critical role involves strategic account management, driving program adoption, achieving measurable success for our clients, and fostering long-term partnerships. You will directly contribute to our mission of providing equitable, inclusive care to millions around the globe, all while working from anywhere in the world.

Key Responsibilities

Cultivate Client Relationships: Build and maintain deep, trust-based relationships with a portfolio of enterprise clients, serving as their primary point of contact and trusted advisor.
Drive Strategic Success: Develop and execute tailored success plans that align with client objectives, demonstrating the tangible value and ROI of the Carrot platform.
Maximize Platform Adoption: Champion program awareness and engagement strategies, ensuring high utilization and satisfaction among our clients' employees.
Identify Growth Opportunities: Proactively identify and pursue opportunities for account expansion and renewed partnerships, contributing to Carrot’s continued growth.
Act as a Client Advocate: Gather client feedback and collaborate cross-functionally with product, clinical, and marketing teams to enhance our offerings and solve client challenges.
Monitor Performance and Report: Track key metrics, prepare business reviews, and present performance insights to clients, showcasing the impact of their Carrot investment.
Problem Solve and Innovate: Address client inquiries and issues with agility and creativity, always seeking innovative solutions to ensure seamless experiences.

Requirements

A minimum of 3-5 years of progressive experience in Customer Success, Account Management, or a similar client-facing role, preferably within a B2B SaaS or healthcare technology environment.
Demonstrated ability to manage complex enterprise accounts and foster strong, lasting client relationships.
Exceptional communication, presentation, and interpersonal skills, capable of engaging confidently with C-level executives and diverse stakeholders.
A strong analytical mindset with the ability to interpret data, identify trends, and translate insights into actionable strategies.
Proactive, self-motivated, and highly organized, with the capacity to thrive in a fast-paced, fully remote work environment.
A genuine passion for improving healthcare outcomes and a commitment to Carrot’s mission of global fertility and family care.
Fluency in English is required; additional languages are a plus.

What You'll Gain

Make a Global Impact: Directly contribute to a company that is redefining healthcare and making a profound difference in people's lives worldwide.
Innovative Environment: Work with a pioneering team at the forefront of digital health innovation, regularly recognized for its groundbreaking work.
Professional Growth: Access opportunities for continuous learning, skill development, and career advancement within a rapidly expanding global organization.
Collaborative Culture: Join a supportive and dynamic team that values diverse perspectives, collaboration, and mutual success.
Flexibility and Autonomy: Embrace the benefits of a fully remote work model, empowering you to manage your work-life balance effectively from anywhere.
Competitive Compensation: Receive a competitive salary and comprehensive benefits package reflecting your expertise and contributions.