CSM II

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 II to own the health, adoption, retention, and growth of a book of Small Business (SMB) accounts. Reporting to a Manager of Customer Success, you will serve as the primary point of contact and trusted advisor for HR benefits leaders across your portfolio, helping them communicate the value of the Carrot benefit, respond to their needs, and ensure Carrot remains a celebrated part of their benefits offering.

Your day-to-day will center on proactive account management: running regular check-ins and business reviews, monitoring success metrics like CSAT, utilization, and member engagement, and surfacing risks before they become churn drivers. You will support renewals across your book and identify expansion opportunities that contribute to ACV growth. This is an ideal role for a customer-centric CS professional who executes established playbooks with consistency and quality while building the foundation for growth into more complex account work at Carrot.

What You’ll Own 💼

In this role, you will:

• 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

What Success Looks Like 📈

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

• Built trusted relationships across your SMB book, reflected in strong CSAT scores and retention outcomes

• Consistently met retention, engagement, and growth targets for your portfolio

• Established a proactive account management rhythm, with risks surfaced and addressed before they escalate

• Contributed expansion opportunities that grew ACV across your book

• Earned a reputation as a reliable, collaborative teammate who operates established playbooks with quality and consistency

About You ✨

You likely have:

• 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 Have ⭐

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

• 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

Why This Role Matters 🧡

SMB customers make up a large share of Carrot’s customer base, and the CSM II role is the front line of how those customers experience Carrot. Strong account management at this level directly protects retention, drives member engagement, and creates the expansion pipeline that fuels segment growth.

Every renewed account and every engaged member means more people accessing fertility and family-building care through their benefits. This role turns Carrot’s mission into a lived experience for thousands of members, one well-managed account at a time.

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:

• Recruiter Screen — 30 minutes

• Hiring Manager Interview — 30–45 minutes

• Presentation Interviews — 45 minutes

• Executive Leadership Conversation — 30 minutes

• 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

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