CSM II

In this role, you will:

• Own the health, adoption, retention, and growth of a book of SMB accounts, serving as the primary point of contact for HR benefits leaders

• Conduct regular check-ins and business reviews to align on goals, track program performance, and course-correct proactively

• Monitor and act on success metrics including CSAT, utilization, and member engagement to identify risks and address churn drivers early

• Support the renewal cycle across your book, partnering with Customer Success leadership to drive on-time close and strong retention outcomes

• Identify and pursue expansion and upsell opportunities within your book, contributing to ACV growth

• Partner with internal teams, including Product, Implementation, Member Support, and Operations, to ensure customers realize full value from their Carrot partnership

• Maintain accurate account records and pipeline hygiene in Salesforce

• Execute established SMB playbooks with consistency and surface feedback that helps the team improve and scale

In your first 12-18 months, you will have:

• Built trusted relationships across your SMB book, reflected in strong CSAT scores and retention outcomes

• Consistently met retention, engagement, and growth targets for your portfolio

• Established a proactive account management rhythm, with risks surfaced and addressed before they escalate

• Contributed expansion opportunities that grew ACV across your book

• Earned a reputation as a reliable, collaborative teammate who operates established playbooks with quality and consistency

✨

You likely have:

• A bachelor's degree

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

• A 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 that balances customer needs against internal priorities

• Proficiency with Salesforce or another CRM

• Strong organizational skills and a proactive, solutions-oriented mindset

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

⭐

While not required, we would be especially excited if you bring:

• Familiarity with Carrot's buyers (HR benefits leaders) and the employee benefits landscape

• Prior experience supporting renewal or expansion conversations with existing customers

• Experience with tools beyond Salesforce, such as Gong, Airtable, or BI/reporting tools

• Comfort working in an ambiguous, fast-scaling environment; organized, diligent, and self-motivated

We believe in a thoughtful and transparent interview process designed to create alignment for both candidates and our team.

For this role, candidates can expect:

• Recruiter Screen - 30 minutes

• Hiring Manager Interview - 30-45 minutes

• Presentation Interviews - 45 minutes

• Executive Leadership Conversation - 30 minutes

• Hiring Manager Wrap-Up - 15 minutes

Throughout the process, we will share additional context about the team, business priorities, customer landscape, and what success looks like in this role.

Carrot offers the opportunity to do meaningful work in service of a deeply human mission.

Highlights include:

• A mission-driven company focused on expanding access to fertility and family-forming care globally.

• A high-growth environment where leaders are empowered to shape strategy and drive impact.

• Competitive compensation, equity, and comprehensive benefits.

• Flexible Time Off and a culture that actively encourages employees to recharge.

• Comprehensive parental leave and family-forming benefits.

• A collaborative, inclusive, and values-driven culture.

• The opportunity to work alongside passionate, thoughtful teammates committed to improving healthcare outcomes worldwide.