CSM I

About this role

About Carrot:

Carrot is the leading global fertility and family care platform, built on intelligent care orchestration: the right clinical guidance, at the right moment, in the context of each member’s life. More than a thousand multinational employers, health plans, and health systems trust Carrot to support millions of members across 195 countries – from pre-pregnancy through menopause and major life moments in between. Carrot's comprehensive clinical program delivers industry-leading cost savings for plan sponsors and award-winning experiences and improved outcomes for millions of people worldwide.

Carrot is widely regarded as a defining force in healthcare innovation as a recipient of several top-tier awards, including Fast Company's 'Most Innovative Companies' and CNBC's '100 Barrier Breaking Startups'. The company is regularly cited by leading global outlets — including The Economist, Bloomberg, The Wall Street Journal, NPR, ABC News, and Harvard Business Review — as a leading voice on digital health, the future of work, and family health. Learn more at get-carrot.com .

The Opportunity 🚀

Carrot is looking for a Customer Success Manager I to support our Small Business and partnership customers while driving administrative and analytical excellence across the Customer Success and Customer Operations team. Reporting to the Manager, Customer Experience and Administration, you will own the operational health of your portfolio: supporting customer launches, communicating about renewals, responding to customer needs, and maintaining high levels of customer satisfaction.

You will also serve as the team's files and data go-to, supporting all teams and customers with eligibility file management, reporting, and escalations. Your time will be divided between direct management of the Small Business and partnership portfolio and team-wide administrative and analytical support. This is an ideal role for a customer-centric, tech-savvy, process-oriented person with strong organizational skills and an interest in furthering Carrot's mission of fertility care for all.

What You’ll Own 💼

In this role, you will:

• Answer inquiries, provide support, and resolve questions about Carrot's products and services for Small Business and partnership customers

• Execute day-to-day responsibilities via email and ticketing systems, prioritizing work to meet the needs of internal and external customers

• Manage daily employer eligibility files, including new file setup support and ownership of ongoing file success

• Support customer launches and renewal communications for your portfolio, partnering closely with Customer Success leadership

• Provide team-wide administrative and analytical support across reporting, data requests, and customer escalations

• Contribute to process documentation and improvements that make the Customer Success team more scalable and efficient

What Success Looks Like 📈

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

• Built trusted relationships across your Small Business and partnership portfolio, reflected in strong customer satisfaction and retention

• Established yourself as the team's go-to resource for eligibility files, reporting, and data accuracy

• Consistently meet service-level expectations across ticketing and email queues with high quality and attention to detail

• Supported smooth customer launches and renewal cycles with minimal escalations

• Identified and implemented at least one process improvement that increased team efficiency

About You ✨

You likely have:

• A Bachelor's degree

• At least 1 year of experience in customer success, customer support, or project management in a high-growth, technological environment

• Strong attention to detail and the ability to follow detailed processes with thorough, focused work output

• Clear, empathetic communication skills with customers and internal partners

• A passion for supporting customers and teamwork, and enthusiasm for Carrot's mission

• Comfort with technology and the ability to quickly learn new systems and tools

Nice to Have ⭐

While not required, we would be especially excited if you bring:

• Experience with Salesforce or another CRM

• Familiarity with systems such as Jira and Front

• Experience working with data files, spreadsheets, or reporting tools such as Excel or Google Sheets

• Exposure to HR benefits, healthcare, or benefits administration

Why This Role Matters 🧡

Small Business and partnership customers represent an important and growing part of Carrot's business, and this role is their day-to-day connection to Carrot. The operational excellence you bring, from accurate eligibility files to responsive support, directly shapes how customers and their members experience Carrot's care.

Beyond your portfolio, this role strengthens the entire Customer Success organization. By owning the administrative and analytical foundation the team relies on, you free CSMs across all segments to focus on strategic customer relationships, making this role a force multiplier for retention, satisfaction, and Carrot's mission of fertility care for all.

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 a

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