CSM I

Carrot Fertility is looking for a Customer Success Manager I to both delight our Small Market Business partnership customers and support administrative and analytical excellence across the Customer Success team. You’ll report to our Manager of Customer Success. For your Small Business partnership customers, you’ll ensure all operational aspects are tended to, support customer launches and maintain high levels of customer satisfaction. You will support the Manager of Customer Success with operational tasks and respond to customer needs, questions, and requests. For the administrative and analytical support portion of the role, you’ll be a Customer Success files and data guru, supporting all teams and customers with eligibility, reporting, and escalations. The expectation is that your time is split evenly between direct management of the Small Business partnership portfolio and team-wide administrative and analytical support. We’re looking for a customer-centric, tech-savvy, process-oriented person with good organizational skills and an interest in furthering Carrot’s mission of fertility care for all.

• Answer inquiries, provide support, and answer questions about Carrot’s products and services
• Execute day-to-day responsibilities via email and ticketing systems, prioritizing work to meet requirements of internal and external customers
• Manage daily employer eligibility files, including support of new files set up and ownership of ongoing file success

Minimum Qualifications:

• Bachelor’s degree 0 years of experience or 1 year of experience in customer success, customer support, or account management in a high-growth, technology environment 
• Detail-oriented 
• Passion for supporting customers and teamwork
• Ability to follow detailed processes, thorough and focused in work output
• Enthusiasm for Carrot Fertility’s mission and eagerness to become a part of our collaborative, friendly, and dynamic team

Preferred Qualifications:

• Experience with Salesforce or other CRM 
• Some familiarity with Carrot’s buyers (HR benefits leaders)
• Comfortable working in an ambiguous environment; organized, diligent, and self-motivated
• Collaborative approach to daily responsibilities, leveraging resources and supporting team members in work completion
• Process-oriented with an efficiency mindset; experience developing best practices, creating scalable systems, and automating routine processes
• Ability to adopt a continuous improvement mindset and actively contribute to the processes and procedures of the Customer Success team