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.

Job Overview

• Job type: Full time/ Part time
• Work setting: Work from home
• Location: Remote (Worldwide)
• Salary: Competitive Pay
• Employer: Carrot

Responsibilities

In this role, you will:

• 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

 

Requirements

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:

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.

 

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.

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