Customer Success Executive

Job Summary

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.

Youll 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 Carrots 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 Carrots 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

About You

You likely have:

• A Bachelors 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 Carrots 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 Carrots 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

Carrots Strategic customers represent some of the companys largest and most complex relationships, and their success directly shapes retention, revenue, and Carrots reputation in the market. The Customer Success Executive is the steward of these relationships, translating Carrots 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 Carrots 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:

1. Recruiter Screen - 30 minutes
2. Hiring Manager Interview - 30-45 minutes
3. Cross-Functional Panel Interviews - 45 minutes
4. Executive Leadership Conversation - 30 minutes
5. 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.