Responsibilities
- Lead, coach, and develop a team of Senior Customer Success Executives and Customer Success Executives responsible for Carrot’s most strategic enterprise accounts.
- Define and execute a customer success strategy focused on retention, expansion, adoption, and long-term customer health.
- Build strong executive-level relationships with customer stakeholders and serve as an executive sponsor for key strategic accounts.
- Drive customer engagement strategies that increase value realization, member adoption, and measurable business impact.
- Partner cross-functionally with Product, Sales, Marketing, Operations, and other internal stakeholders to ensure a seamless and high-impact customer experience.
- Leverage customer health metrics, renewal data, adoption insights, and feedback trends to proactively identify risks and growth opportunities.
- Establish scalable operational processes and best practices across strategic account management, QBRs, renewals, and customer planning.
- Influence product strategy and innovation by representing the voice of the customer internally.
- Partner with Customer Success leadership on organizational planning, segmentation strategy, team structure, and long-term scaling initiatives.
- Foster a culture of accountability, collaboration, continuous improvement, and customer obsession across the team.
Requirements
- A Bachelor's Degree.
- The ability to travel to clients about 5 business day per quarter.
- 8+ years of experience in Customer Success, Strategic Account Management, Consulting, or other customer-facing leadership roles.
- 3+ years of people management experience leading and developing high-performing customer-facing teams.
- A proven track record in managing and growing large-scale strategic enterprise accounts, ideally supporting customers with populations of 20,000+ lives.
- Experience in B2B SaaS, healthcare technology, benefits, or other highly consultative environments.
- Strong executive communication, relationship-building, and stakeholder management skills.
- Experience driving retention, expansion, customer adoption, and value realization initiatives.
- Strong analytical and operational skills with the ability to leverage customer data and business metrics to guide decision-making.
- Demonstrated success operating cross-functionally and influencing senior stakeholders.
- Comfort navigating fast-paced, high-growth environments where strategy and execution happen simultaneously.
Nice to Have
- Experience supporting enterprise HR, benefits, healthcare, or people-focused customer organizations.
- Experience working within fertility, digital health, healthcare benefits, or broader health tech industries.
- Experience scaling or transforming Customer Success organizations within high-growth companies.
- Familiarity with customer success platforms, health scoring methodologies, and enterprise renewal strategies.
Work Arrangement
Remote (Worldwide)
Team
Structure: Lead and develop a team of Senior Customer Success Executives and Customer Success Executives
What Success Looks Like 📈
- Strengthened retention and customer health across Carrot’s strategic customer portfolio.
- Improved executive-level customer engagement and positioned Carrot as a trusted long-term partner.
- Built scalable Customer Success operating rhythms and processes that improve consistency, visibility, and execution.
- Increased customer adoption, engagement, and expansion opportunities across key accounts.
- Developed and elevated a high-performing Customer Success team through coaching, mentorship, and clear accountability.
- Established data-driven approaches to identifying churn risks and growth opportunities.
- Strengthened cross-functional alignment between Customer Success, Sales, Product, and Operations.
- Helped shape the future strategy and growth of Carrot’s Strategic Customer Success organization.
Interview Process 🤝
- Recruiter Screen — 30 minutes
- Hiring Manager Interview — 30 minutes
- HR Interview— 30 minutes
- Panel Interview— 30 minutes
- Hiring Manager Wrap-Up — 15 minutes
Why Candidates Join Carrot 🌍
- 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 employees in all aspects of 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 more. The starting base salary for this position will range from $155,000- $180,000, plus a variable component. Actual compensation may vary depending on confirmed job-related skills, experience, and location.
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
Additional Information
- Travel: ability to travel to clients about 5 business days per quarter.
