Customer Success Director - SMB
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.