Customer Success Manager (Brazil)

| Brazil | Remote
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About Carrot:

Carrot Fertility is the leading global fertility care platform, serving people of every age, race, income, sex, sexual orientation, gender, marital status, and geography. Trusted by hundreds of multinational employers, health plans, and health systems, Carrot's comprehensive clinical program delivers industry-leading cost savings for employers and award-winning experiences for millions of people worldwide. Whether there is a need for care through fertility preservation, male-factor infertility, pre-pregnancy, IVF, pregnancy and postpartum, adoption, gestational surrogacy, or menopause, Carrot supports members and their families through many of the most memorable and meaningful moments of their lives. With Carrot, you can pursue your possible.

The Role: 

Carrot is seeking a Customer Success Manager to support new and existing Carrot customers, helping to drive retention, increase member engagement, and maintain high levels of customer satisfaction. The Customer Success Manager acts as a trusted advisor to HR benefits leaders, helps communicate the value of the Carrot product, and responds to customer needs, questions and requests. 

Our Customer Success Managers:

  • Proactively engage with customers to understand their needs, challenges, and objectives.
  • Serve as the primary point of contact for your assigned accounts, fostering trust and confidence in our partnership. From onboarding through the full customer lifecycle
  • Develop a deep understanding of the customer's business and industry to provide tailored solutions and advice.
  • Work closely with customers to create and execute a success plan that aligns with their business objectives and maximizes the value they receive from our solutions. 
  • Act as a customer advocate within the company, representing their feedback and needs to relevant teams.
  • Ensure timely resolution of customer issues, working closely across Carrot teams.
  • Provide education and resources to customers to enable them to effectively use our products/services.
  • Conduct regular check-ins to ensure customers are leveraging the full capabilities of our offerings.

Minimum Qualifications: 

  • 3+ years of professional experience in a Customer Success, Account Management, or Project Management role, ideally in a high-growth, start-up environment
  • Enthusiasm for Carrot Fertility’s mission and eagerness to become a part of our collaborative, friendly, and dynamic team
  • Detail-oriented with strong analytical, writing, and communication skills
  • Must be able to develop and grow relationships with customers
  • Track record of high customer satisfaction  
  • Experience working with full lifecycle of customer success 
  • Fluency in written and spoken English

Preferred Qualifications:

  • Experience with Salesforce or other CRM 
  • Some familiarity with Carrot’s buyers (HR benefits leaders) is preferred, but not required
  • Comfortable working in an fast paced environment; organized, diligent, and self-motivated
  • Process-oriented with an automation/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

Compensation: 

Carrot is committed to providing a competitive and holistic Total Rewards package designed to support our employees in all aspects of their life inside and outside of work, including health and wellness benefits, short- and long-term incentives, parental leave, family-forming resources, and a competitive compensation package. Actual compensation is commensurate with experience and confirmed job-related skills.  

Why Carrot?

Carrot has received national and international recognition for its pioneering work, including Best Diversity, Equity, & Inclusion Product from the Anthem Awards, Fast Company's Most Innovative Companies, CNBC's 100 Barrier Breaking Startups, and more. Carrot is regularly featured in media reporting on issues related to the future of work, women in leadership, healthcare innovation and diversity, equity, and inclusion, including MSNBC, The Economist, Bloomberg, The Wall Street Journal, CNBC, National Public Radio, Harvard Business Review, and more. 

Carrot is a remote-first company with teams in more than 40 states across the United States and dozens of countries around the world. It has received numerous workplace awards, including Fortune's Best Workplaces in Healthcare, Quartz’s Best Companies for Remote Workers, and Great Place to Work and Age-Friendly Employer certifications. Learn more at carrotfertility.com.

 

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Technology we use

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An Insider's view of Carrot Fertility

How would you describe the company’s work-life balance?

As a new mom in sales, I was anxious to return from leave but Carrot has been incredible! I’ve been encouraged to create a schedule that fits my needs, allows me to be successful at work and present for my family. We’re encouraged to set our own working hours, take breaks, take time off and management leads by example. I love working at Carrot!

Lauren

Mid Market Account Executive

What's the biggest problem your team is solving?

Scalability! As Carrot evolves, we want to empower the growth of our codebase & offer more features within our product. We are planning to migrate to a Microservice architecture to help decouple the addition & sustenance of domain complexities. With the saved time & resources, we can better help our members navigate their family forming journeys.

Trisha

Product Engineer

How has your career grown since starting at the company?

During my time at Carrot, I've had the great privilege of taking part in our rapid growth year after year. At the same time, I have been able to 10x my personal career growth. I feel that I am able to make an impact on Carrot's processes and culture every day, which motivates me to push the envelope towards my own career goals.

Dan

Engineering Manager

What are some social events your company does?

As a distributed workforce, Carrot employees are empowered to meet other Carrots in person, whether it is Carrots getting together for a happy hour, attending a Women in Finance summit, listening to the panel, or spending a few days in Nashville at our team offsite.

Rose

Senior FP&A Manager

What are Carrot Fertility Perks + Benefits

Carrot Fertility Benefits Overview

At Carrot, one of our top priorities is to maintain the health and well-being of our employees and their families. To best meet the needs of our remote-first workforce, we offer competitive benefits including our own Carrot benefit for family forming and life-long fertility needs, covering egg freezing, IVF, adoption, gestational carrier services, menopause support, and more; several telehealth resources, including guided meditations and mindfulness programs, access to licensed therapists and coaches, and video chats with board-certified physicians from the comfort of your own home; a monthly productivity stipend that can be used to cover anything from your morning coffee ritual to a dog walker, gym membership, or your phone bill; a stipend to help create your perfect home office setup when you join the team; co-working credits if you prefer a co-working space for a change of scenery or are looking to connect with a local colleague; a generous time off policy as well as company holidays, and 14 weeks of paid parental leave for all new parents regardless of how their family was formed.

Additionally, our team stays connected virtually with weekly #ShreddedCarrots Peloton rides; regular company town hall meetings and celebrations; monthly manager forums, lunch and learns, coffee chats to get to know people in other departments; and Employee Community Groups (ECG), including Black at Carrot, Carrots for Change (social justice), Rainbow Carrots (LGBTQ+), Carrot’s Latinx, AAPI Carrots, Parents of Carrot, and Carrot Spoonies (chronic illness/disability).

Culture
Volunteer in local community
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Employee-led culture committees
Quarterly engagement surveys
Hybrid work model
In-person revenue kickoff
Employee awards
Flexible work schedule
Remote work program
Remote Carrots across the U.S. work from home or utilize co-working facilities across the US where available.
Diversity
Highly diverse management team
Carrot was co-founded by Tammy Sun, Asima Ahmad, and Juli Insinger. To learn more about our management team, please visit www.get-carrot.com/about.
Mandated unconscious bias training
Mean gender pay gap below 10%
Diversity employee resource groups
Carrot Employee Community Groups are Black @ Carrot, Carrots for Change (social justice), Rainbow Carrots (LGBTQ+), Carrot’s Latinx, AAPI Carrots, Parents of Carrot, and Carrot Spoonies.
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Carrot offers several telehealth resources, including video chats with board-certified physicians from the comfort of your own home.
Team workouts
Every Friday morning, our team members can opt into a #ShreddedCarrots Peloton ride to work out virtually with fellow Carrots.
Mental health benefits
Carrot offers several mental health resources, including appointments with licensed therapists and coaches, as well as mindfulness and meditation programs.
Transgender health care benefits
Wellness days
Abortion travel benefits
Financial & Retirement
401(K)
Company equity
Child Care & Parental Leave Benefits
Generous parental leave
Carrot is happy to provide both non-child bearing and child bearing parents up to 14 weeks of fully paid time off for the birth or adoption of a new child.
Family medical leave
Adoption Assistance
Carrot employees have a lifetime maximum benefit for family forming needs, which includes adoption assistance.
Return-to-work program post parental leave
Company sponsored family events
Fertility benefits
As the world’s leading fertility care platform, we strive to ensure we start that work at home! We provide all of our employees with access to the Carrot Fertility platform and a stipend.
Vacation & Time Off Benefits
Generous PTO
Paid holidays
Paid sick days
Flexible time off
Bereavement leave benefits
Office Perks
Commuter benefits
Company-sponsored outings
Onsite office parking
Home-office stipend for remote employees
All new hires are offered a $250 WFH stipend to use towards their home office setup and a monthly $100 productivity stipend supports ongoing needs of our employees.
Mother's room
Onsite gym
Professional Development Benefits
Job training & conferences
All new hires are enrolled in Carrot University to learn about the basics of fertility care, as well as additional professional development trainings throughout the year.
Lunch and learns
Promote from within
Customized development tracks
Personal development training
Virtual coaching services

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