Customer Success Manager (Canada)

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.