Customer Success Manager (CSM I) Full Time

CSM I: Remote

About Carrot:

Carrot is a global, comprehensive fertility and family care platform, supporting members and their families through many of life’s most memorable moments. Trusted by many of the world’s leading multinational employers, health plans, and health systems, Carrot’s proven clinical program delivers exceptional outcomes and experiences for members and industry-leading cost-savings for employers. Its award-winning products serve all populations, from preconception care through pregnancy, IVF, male factor infertility, adoption, gestational carrier care, and menopause. Carrot offers localized support in over 170 countries and 25 languages. With a comprehensive program that prioritizes clinical excellence and human-centered care, Carrot supports members and their families through many of the most meaningful moments of their lives. Learn more at get-carrot.com.

The Role:

Carrot Fertility is looking for a Customer Success Manager I to both delight our Small Market Business partnership customers and support administrative and analytical excellence across the Customer Success team. You’ll report to our Manager, Customer Experience & Administration. For your Small Business & partnership customers, you’ll ensure all operational aspects are tended to, support customer launches, communicate about renewals and maintain high levels of customer satisfaction. You will support the Manager, Customer Experience & Administration with operational tasks and respond to customer needs, questions, and requests. For the administrative and analytical support portion of the role, you’ll be a Customer Success files and data guru, supporting all teams and customers with eligibility, reporting, and escalations. The expectation is that your time will be divided between direct management of the Small Business & partnership portfolio and team-wide administrative and analytical support. We’re looking for a customer-centric, clear communicator, tech-savvy, process-oriented person with strong organizational skills and an interest in furthering Carrot’s mission of fertility care for all.

• Answer inquiries, provide support, and answer questions about Carrot’s products and services
• Execute day-to-day responsibilities via email and ticketing systems, prioritizing work to meet the requirements of internal and external customers
• Manage daily employer eligibility files, including support of new files set up and ownership of ongoing file success

Minimum Qualifications:

• Bachelor’s degree
• At least 1 year of experience in customer success, customer support, or account management in a high-growth, technology environment
• Detail-oriented
• Passion for supporting customers and teamwork
• Ability to follow detailed processes, thorough and focused in work output
• Enthusiasm for Carrot Fertility’s mission and eagerness to become a part of our collaborative, friendly, and dynamic team

Preferred Qualifications:

• Experience with Salesforce or other CRM
• Some familiarity with Carrot’s buyers (HR benefits leaders)
• Familiarity with Jira and ticketing systems
• Comfortable working in an ambiguous environment; organized, diligent, and self-motivated
• Collaborative approach to daily responsibilities, leveraging resources and supporting team members in work completion
• Process-oriented with an efficiency mindset; experience developing best practices, creating scalable systems, and automating routine processes
• Ability to adopt a continuous improvement mindset and actively contribute to the processes and procedures of the Customer Success team

Compensation:

Carrot offers a holistic Total Rewards package designed to support our employees in all aspects of their lives 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 $59,000.00 – $69,000.00. 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: securityreporting@get-carrot.com

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. Learn more at carrotfertility.com.

Tagged as: customer support