Customer Success Director - SMB

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About Carrot:

Carrot Fertility is the leading global fertility benefits provider for employers built to make fertility care and family-forming affordable and accessible for everyone who wants or needs it. Companies use Carrot to customize a fertility benefit that provides employees financial, medical, and emotional support as they pursue parenthood, reducing healthcare costs and resulting in better clinical outcomes. 

The Role:

Carrot Fertility is looking for a Customer Success Director to lead our team of Small Market Business (SMB) Customer Success Managers focused on building strategy and delight our customers. This role will lead and maintain a high-performing team that supports new and existing Carrot customers aligned with the SMB segment that works strategically to best satisfy their needs to become a celebrated and continuing component of their benefit offering. 

Responsibilities:

  • Lead and develop a team of Customer Success Managers to be results-oriented and provide individual and team development opportunities
  • Help to build out the digital touch program across the customer journey 
  • Serve as day-to-day contact for the Customer Success team, escalations, and customer accounts
  • Test, develop customer success best practices, and strategically rolling them out to the team to effectively serve the SMB segment efficiently, while maintaining a great rapport with the team and high customer satisfaction scores
  • Act as voice of the customer to communicate feedback and escalate product requests effectively 
  • Identify repeatable strategies and playbooks to mitigate churn and drive engagement 
  • Collaborate with team members to develop key metrics, including engagement, member feedback, and cost savings, to help predict and improve customer retention and expansion
  • Build and adapt customer assets and delivery methods to maximize impact 
  • Drive customer references and case studies 

The Team:

Also as a Customer Success Director at Carrot, you will help develop customer success strategies and best practices for serving our SMB customers and help support our quickly growing team.  We’re looking for a results-oriented, customer-centric, tech-savvy, process-oriented leader with excellent written communication skills and an interest in furthering Carrot’s mission of fertility care for all. 

Minimum Qualifications: 

  • Bachelor’s degree
  • 10+ years of professional experience leading a team, working closely with external customers and partners in a Customer Success Management, Customer Onboarding/Implementation, or Project Management role
  • 3+ years of professional experience in healthcare and/or benefits
  • You have successfully managed a team, complex projects - from coordinating with cross-functional teams to setting and meeting deadlines, you excel at juggling various moving parts of multiple simultaneous projects to deliver exceptional results
  • You are highly organized and detail-oriented
  • You are a clear, empathetic communicator - you communicate with a deep understanding of customer needs and constraints and can weigh them against internal priorities and limitations 
  • You are persistent - you don’t give up after the first or second setback, instead you continue to innovate and collaborate to keep things moving forward
  • You are a self-starter - you set your own goals and act on them, seizing opportunities as they present themselves
  • You have a passion for delighting customers and improving their members’ overall Carrot experience
  • You are looking to be part of a team of mature, effective, hard-working, fun, and bright people
  • Enthusiasm for Carrot Fertility’s mission and eagerness to become a part of our collaborative, friendly, and dynamic team

Preferred Qualifications: 

  • Master’s Degree
  • Zendesk experience

Why Carrot?

Founded in 2016, CB Insights recognized Carrot as one of the world's most promising private digital health companies. In 2020, Carrot was named to Fast Company’s World Changing Ideas awards program, which recognizes companies that are tackling society's biggest problems, and Carrot was named to Fierce Healthcare’s Fierce 15 List of 2021 which recognizes the most promising healthcare companies in the industry. Carrot supports 250+ companies in more than 60 countries across North America, Asia, Europe, South America, and the Middle East.

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Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Birmingham, AL
Boise, ID
Boston, MA
Buffalo, NY
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
Dayton, OH
Des Moines, IA
Detroit, MI
Fayetteville-Springdale-Rogers, AR
Greensboro, NC
Hampton Roads, VA
Hartford, CT
Houston, TX
Huntsville, AL
Indianapolis, IN
Jacksonville, FL
Kansas City, MO
Las Vegas, NV
Lexington, KY
Lincoln, NE
Little Rock, AR
Los Angeles, CA
Louisville, KY
Madison, WI
Memphis, TN
Miami, FL
Milwaukee, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New Orleans, LA
New York City, NY
Ogden, UT
Oklahoma City, OK
Omaha, NE
Orlando, FL
Other US Location
Palm Bay-Melbourne-Titusville
Pensacola, FL
Peoria, IL
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
Portland, ME
Portland, OR
Providence, RI
Provo, UT
Raleigh-Durham, NC
Reno, NV
Richmond, VA
Rochester, NY
Sacramento, CA
Salt Lake City, UT
San Antonio, TX
San Diego, CA
San Francisco, CA
San Luis Obispo, CA
Santa Cruz, CA
Seattle, WA
Spokane, WA
St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Washington DC
Wichita, KS
Wilmington, NC

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • C#Languages
    • JavascriptLanguages
    • ReactLibraries
    • Google AnalyticsAnalytics
    • HeapAnalytics
    • DomoAnalytics
    • FigmaDesign
    • AirtableManagement
    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • Google SheetsManagement
    • WordpressCMS
    • LinkedIn SalesNavigatorCRM
    • SalesforceCRM
    • SalesLoftCRM
    • SplashCRM
    • MarketoEmail
    • MarketoLead Gen
    • ZoomInfoLead Gen
    • BlueshiftLead Gen
    • SlackCollaboration
    • ZoomCollaboration
    • AsanaProject Management
    • TrelloProject Management

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 all-hands 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
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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