Customer Success Executive

Who you are

• 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
• 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

What the job involves

• 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
• 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 📈
• In your first 12–18 months, you will have:
• 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
• 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

The application 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

Benefits

• Medical, dental, vision, and a $15,000 lifetime maximum benefit for fertility and family-forming
• Access to licensed therapists and board-certified physicians
• Productivity stipend
• Co-working space
• Up to 14 weeks of fully paid time off for all new parents for the birth, adoption, or foster care placement of a child
• 401(k)
• Home office stipend
• Flexible time off policy