Customer Success Executive

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 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 simultaneous workstreams

• Clear, empathetic communication skills, with the ability to weigh customer needs and constraints against internal priorities

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

Nice to H