Customer Success Executive

Carrot; New York (NY); On-site; USD 110,000 - 130,000; Full time

Benefits offered by this job

Equity

Comprehensive benefits

Flexible time off

Parental leave

Job summary

Carrot is seeking a Customer Success Executive to support strategic, enterprise-level customers in the benefits space. You will act as a trusted advisor to HR benefits leaders, promote retention, and ensure ongoing value through Carrot's offerings.

You will influence customer success strategies, deliver data-informed recommendations, and collaborate with cross-functional teams to scale programs and drive growth across key accounts.

Qualifications

• Bachelor's degree required.
• 6+ years of experience working with external customers and partners in enterprise accounts in the benefits space.
• Experience coordinating with cross-functional teams and managing multiple deadlines across workstreams.

Responsibilities

• Own a portfolio of strategic enterprise accounts and act as the primary point of contact for HR benefits leaders.
• Drive retention and renewal outcomes across your book of business.
• Increase member engagement and program utilization through data-informed recommendations.
• Communicate value through storytelling, reporting, and executive-ready presentations.
• Partner cross-functionally with Implementation, Product, Marketing, Sales, Legal & Compliance, and Member Success to deliver a seamless customer experience.
• Identify and pursue expansion opportunities within existing accounts in collaboration with Sales.
• Contribute to scalable playbooks and best practices for the Customer Success team.

Skills

Customer success management

Cross-functional collaboration

Communication skills

Project management

Education

Bachelor's degree

Tools

Salesforce

Job description

About You

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. 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

Carrot is seeking a Customer Success Executive to support new and existing customers within our Strategic segment, ensuring their needs are met and that Carrot becomes a valued, ongoing part of their benefits offering.

You’ll work closely with our customers to promote retention, boost member engagement, and uphold excellent customer satisfaction. In this role, you will serve as a trusted advisor to HR benefits leaders, clearly communicate the value of Carrot's offerings, and respond proactively to customer questions and requests.

As a Customer Success Executive at Carrot, you will contribute to developing customer success approaches and best practices for supporting our key accounts, while playing a vital role in the growth and collaboration of our Customer Success team.

What You’ll Own

• Own a portfolio of strategic enterprise accounts, serving as the primary point of contact and trusted advisor to HR benefits leaders
• Drive retention and renewal outcomes across your book of business, proactively identifying risks and building action plans to address them
• Increase member engagement and program utilization through data-informed recommendations and a regular cadence of business reviews
• Communicate the value of Carrot's offerings through clear storytelling, reporting, and executive-ready presentations
• Partner cross-functionally with Implementation, Product, Marketing, Sales, Legal & Compliance, and Member Success to deliver a seamless customer experience
• Identify and support expansion opportunities within existing accounts in partnership with Sales
• Contribute to customer success strategies, playbooks, and best practices that scale across the Strategic segment

What Success Looks Like

• Built trusted, multi-threaded relationships across your portfolio, 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 your accounts through proactive, data-informed recommendations
• Established a regular cadence of business reviews that clearly communicate value and outcomes to customer stakeholders
• Contributed at least one scalable playbook, process improvement, or best practice adopted by the broader Customer Success team

About You

You likely have:

• A Bachelor's degree
• 6+ years of professional experience working closely with external customers and partners in a Customer Success Management, Customer Onboarding/Implementation, or Project Management role with enterprise-sized customers (10,000+ covered lives) in the benefits space
• A track record of successfully managing complex projects, coordinating with cross-functional teams, and meeting deadlines across multiple simultaneous workstreams
• Clear, empathetic communication skills, with the ability to weigh customer needs and constraints against internal priorities
• Enthusiasm for Carrot's mission and eagerness to become part of a collaborative, friendly, and dynamic team

Nice to Have

While not required, we would be especially excited if you bring:

• Experience with Salesforce or another CRM, managing tasks efficiently in a dynamic environment
• Familiarity with Carrot's buyers (HR benefits leaders)
• Strong analytical, writing, and communication skills with sharp attention to detail
• Comfort navigating ambiguity; highly organized, diligent, and self-motivated
• A process-minded approach, with experience building scalable systems, improving efficiency, and automating routine work
• A continuous improvement mindset and a habit of creating moments of delight for customers and colleagues

Why This Role Matters

Carrot's Strategic customers represent some of the company's largest and most complex relationships, and their success directly shapes retention, revenue, and Carrot's reputation in the market. The Customer Success Executive is the steward of these relationships, translating Carrot's clinical program and platform into measurable value for employers and their members.

Every renewed partnership and every increase in member engagement means more people can access fertility and family-building care. This role sits at the center of that impact, connecting customer outcomes 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

Carrot offers the opportunity to do meaningful work in service of a deeply human mission.

Highlights include:

• 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 $110,000-$130,000. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience.

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.