Customer Success Executive, Taft-Hartley Labor
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 customers in our Taft-Hartley and Labor segment, one of Carrot's fastest-growing channels. You will partner with multiemployer benefit funds, serving as the primary point of contact for fund administrators, boards of trustees, and their consultants to ensure Carrot becomes a valued, ongoing part of their benefits offering.
You'll work closely with these customers to promote retention, boost member engagement, and uphold excellent customer satisfaction. In this role, you will serve as a trusted advisor to fund stakeholders, clearly communicate the value of Carrot's offerings in trustee-ready formats, and respond proactively to customer questions and requests while navigating the governance and decision-making rhythms unique to the labor market.
As the first Customer Success Executive dedicated to this segment, you will shape how Carrot supports Taft-Hartley customers, building the playbooks and best practices that will scale as the channel grows, and 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 Taft-Hartley and labor accounts, serving as the primary point of contact and trusted advisor to fund administrators, trustees, and benefits consultants
- Drive retention and renewal outcomes across your book of business, proactively identifying risks and building action plans that account for trustee approval cycles and fund governance
- Increase member engagement and program utilization among union member populations through data-informed recommendations and a regular cadence of business reviews
- Present program value and outcomes to boards of trustees, benefit committees, and fund consultants through clear storytelling, reporting, and executive-ready presentations
- Partner cross-functionally with Labor Sales, Implementation, Product, Legal & Compliance, and Member Success to deliver a seamless customer experience
- Identify and support expansion opportunities within existing funds in partnership with the Labor Sales team
- Build the customer success playbooks, processes, and best practices for the Taft-Hartley segment as its first dedicated Customer Success hire
What Success Looks Like 📈
In your first 12–18 months, you will have:
- Built trusted, multi-threaded relationships across your portfolio of funds, including administrators, trustees, and consultants, 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 among union member populations through proactive, data-informed recommendations
- Established a regular cadence of business reviews and trustee-ready reporting that clearly communicates value and outcomes to