CSM II

Summary

Carrot is a global fertility and family care platform serving employers, health plans, and health systems. The Customer Success Manager II will manage the health, adoption, retention, and growth of a portfolio of small business accounts, serving as a trusted advisor to HR benefits leaders. The role includes proactive account management, renewal support, expansion identification, success metric monitoring, and cross-functional customer value delivery.

Responsibilities

• Own the health, adoption, retention, and growth of a book of SMB accounts, serving as the primary point of contact for HR benefits leaders
• Conduct regular check-ins and business reviews to align on goals, track program performance, and course-correct proactively
• Monitor and act on success metrics including CSAT, utilization, and member engagement to identify risks and address churn drivers early
• Support the renewal cycle across your book, partnering with Customer Success leadership to drive on-time close and strong retention outcomes
• Identify and pursue expansion and upsell opportunities within your book, contributing to ACV growth
• Partner with internal teams, including Product, Implementation, Member Support, and Operations, to ensure customers realize full value from their Carrot partnership
• Maintain accurate account records and pipeline hygiene in Salesforce
• Execute established SMB playbooks with consistency and surface feedback that helps the team improve and scale

Skills

• * A bachelor's degree
• * 3+ years of experience in customer success, account management, or customer support in a high-growth technology environment
• * A track record of managing a book of business with strong retention and customer satisfaction outcomes
• * Comfort presenting to HR benefits leaders, with a clear, empathetic communication style that balances customer needs against internal priorities
• * Proficiency with Salesforce or another CRM
• * Strong organizational skills and a proactive, solutions-oriented mindset
• * Enthusiasm for Carrot's mission and eagerness to be part of a collaborative, friendly, and dynamic team
• * Familiarity with Carrot's buyers (HR benefits leaders) and the employee benefits landscape
• * Prior experience supporting renewal or expansion conversations with existing customers
• * Experience with tools beyond Salesforce, such as Gong, Airtable, or BI/reporting tools
• * Comfort working in an ambiguous, fast-scaling environment; organized, diligent, and self-motivated

Qualifications

Must Haves

• * A bachelor's degree
• * 3+ years of experience in customer success, account management, or customer support in a high-growth technology environment
• * A track record of managing a book of business with strong retention and customer satisfaction outcomes
• * Comfort presenting to HR benefits leaders, with a clear, empathetic communication style that balances customer needs against internal priorities
• * Proficiency with Salesforce or another CRM
• * Strong organizational skills and a proactive, solutions-oriented mindset
• * Enthusiasm for Carrot's mission and eagerness to be part of a collaborative, friendly, and dynamic team

Nice to Haves

• * Familiarity with Carrot's buyers (HR benefits leaders) and the employee benefits landscape
• * Prior experience supporting renewal or expansion conversations with existing customers
• * Experience with tools beyond Salesforce, such as Gong, Airtable, or BI/reporting tools
• * Comfort working in an ambiguous, fast-scaling environment; organized, diligent, and self-motivated

Benefits

• Equity
• Comprehensive benefits
• Flexible Time Off and a culture that actively encourages employees to recharge.
• Comprehensive parental leave and family-forming benefits.
• Health and wellness benefits
• Retirement savings plans
• Short- and long-term incentives
• Family-forming assistance
• A collaborative, inclusive, and values-driven culture