Customer Success Executive

Pantera Capital; United States; Remote; USD 120,000 - 140,000; Full time

Job summary

A leading health and wellness company is seeking a Customer Success Executive to support enterprise customers. This role involves ensuring customer satisfaction, promoting engagement with Carrot’s offerings, and developing customer success strategies. Candidates should have a Bachelor’s degree and over 6 years of relevant experience. The position offers a competitive salary ranging from $120,000 to $140,000 annually, alongside comprehensive benefits.

Benefits

Health and wellness benefits

Retirement savings plans

Parental leave

Family-forming assistance

Qualifications

• 6+ years of experience in Customer Success Management or similar roles with enterprise customers.
• Experience managing complex projects effectively.
• Strong communication skills to understand customer needs.

Responsibilities

• Support new and existing customers, ensuring satisfaction and engagement.
• Act as a trusted advisor and communicate value to HR benefits leaders.
• Develop customer success strategies and best practices.

Skills

Customer Success Management

Project Management

Empathetic Communication

Multi-tasking

Analytical Skills

Education

Bachelor’s degree

Tools

Salesforce

Job description

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 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 current 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.

Additionally, 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 team.

The Team

You will be part of Carrot’s Customer Success team, collaborating closely with other departments to deliver customer satisfaction, retention, and growth.

Minimum Qualifications

• 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
• Successfully managed complex projects - from coordinating with cross-functional teams to setting and meeting deadlines, you excel at juggling various moving parts of multiple simultaneous projects to deliver exceptional results
• Clear, empathetic communicator - you communicate with a deep understanding of customer needs and constraints, and can weigh them against internal priorities and limitations
• 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 another CRM, managing tasks efficiently in a dynamic, fast-paced environment
• Demonstrates adaptability, resourcefulness, and a flexible approach to shifting priorities while maintaining a positive attitude
• Some familiarity with Carrot’s buyers (HR benefits leaders) is preferred, but not required
• Detail-oriented, with strong analytical, writing, and communication skills that contribute to delivering delightful customer experiences
• Thrives in ambiguity; highly organized, diligent, and self-motivated to navigate changing needs
• Process-minded, skilled at building scalable systems, improving efficiency, and automating routine work to add value
• Eager to embrace continuous improvement, contribute to team processes, and champion moments of delight for customers and colleagues alike

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 $120,000.00 - $140,000.00. 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: [e-mail]

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.