CSM II

Carrot Fertility is the leading global fertility and family care platform, supporting millions of members across 195 countries. We are looking for a Customer Success Manager II to own the health, adoption, retention, and growth of a book of Small Business accounts, serving as a trusted advisor to HR benefits leaders.

Key responsibilities

• Own the health, adoption, retention, and growth of a book of SMB accounts.
• Conduct regular check-ins and business reviews to track program performance and align on goals.
• Monitor success metrics like CSAT, utilization, and member engagement to proactively address risks.
• Support the renewal cycle and identify expansion opportunities to contribute to ACV growth.
• Partner with internal teams including Product, Implementation, and Member Support to ensure customers realize full value.

Requirements

• Bachelor’s degree and 3+ years of experience in customer success, account management, or support in a high-growth tech environment.
• Proven 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.
• Proficiency with Salesforce or another CRM and strong organizational skills.
• Enthusiasm for our mission and a proactive, solutions-oriented mindset.

What we offer

• A mission-driven environment focused on expanding access to fertility and family-forming care globally.
• Competitive compensation, equity, and comprehensive benefits.
• Flexible Time Off and a culture that encourages employees to recharge.
• Comprehensive parental leave and family-forming benefits.
• A collaborative, inclusive, and values-driven culture with opportunities for professional growth.