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Carrot · 12 hours ago

CSM III

United States

Full-time

Remote

Mid, Senior Level

$88K/yr - $110K/yr

5+ years exp

Carrot is a global fertility and family care platform that supports members through various life stages. They are seeking a CSM III to assist mid-market customers in ensuring retention, increasing member engagement, and maintaining high customer satisfaction while acting as a trusted advisor to HR benefits leaders.

ConsultingHealth CarePersonal Health

Responsibilities

Support new and existing Carrot customers for our Mid-market segment

Work strategically to best satisfy customer needs to become a celebrated and continuing component of their benefits offering

Report to a Manager of Customer Success and support Carrot’s existing customers to ensure retention, grow our ACV, increase member engagement, and maintain high levels of customer satisfaction

Act as a trusted advisor to HR benefits leaders, help communicate the value of the Carrot product, and respond to customer needs, questions, and requests

Help develop customer success strategies and best practices for serving mid-market customers

Proactively source opportunities from existing customers, focusing on the expansion of the relationship and helping customers accelerate their success

Qualification

Customer success experienceSalesforce proficiencyProject managementProcess-orientedDetail-orientedContinuous improvement mindsetHR leadersEmpathetic communication

Required

Bachelor's degree

5+ years of experience in customer success, customer support, or account management in a high-growth, technology environment

Successfully managed complex projects - from coordinating with cross-functional teams to setting and meeting deadlines, you excel at juggling various moving parts of multiple simultaneous projects to deliver exceptional results

Clear, empathetic communicator - you communicate with a deep understanding of customer needs and constraints and can weigh them against internal priorities and limitations

Enthusiasm for Carrot Fertility's mission and eagerness to become a part of our collaborative, friendly, and dynamic team

Experience with Salesforce or other CRM

Some familiarity with Carrot's buyers (HR benefits leaders) is preferred, but not required

Detail-oriented

Process-oriented with an automation/efficiency mindset