Customer Success Executive
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 .
The Opportunity 🚀
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.
You'll 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 Carrot's 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 💼
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
About You ✨
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 simulta