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Carrot Fertility is seeking a Customer Success Manager I to support Small Business and partnership customers while driving operational excellence across the Customer Success and Customer Operations team. Reporting to the Manager of Customer Experience and Administration, you will own the operational health of your customer portfolio, supporting launches, managing renewals communications, responding to customer needs, and maintaining high satisfaction levels.
You will serve as the team's primary resource for eligibility file management, reporting, and data escalations. Your responsibilities span direct portfolio management of Small Business and partnership accounts alongside team-wide administrative and analytical support. This role is ideal for a customer-centric, process-oriented professional with strong organizational skills and interest in advancing Carrot's mission of accessible fertility care.
Key responsibilities include: answering customer inquiries and resolving product/service questions via email and ticketing systems; managing daily employer eligibility files including setup and ongoing success; supporting customer launches and renewal cycles in partnership with CS leadership; providing team-wide administrative support for reporting, data requests, and escalations; and contributing to process documentation and improvements that enhance team scalability.
Success in the first 12–18 months means building trusted relationships with your portfolio reflected in strong retention; becoming the team's go-to resource for eligibility files and data accuracy; consistently meeting service-level expectations with high quality; supporting smooth launches and renewals with minimal escalations; and identifying and implementing at least one process improvement that increases team efficiency.
Required qualifications: Bachelor's degree; at least 1 year of customer success, customer support, or project management experience in a high-growth tech environment; strong attention to detail and ability to execute detailed processes; clear, empathetic communication with customers and internal partners; passion for customer support and teamwork; and comfort learning new systems and tools.
Desirable experience includes: Salesforce or CRM proficiency; familiarity with Jira and Front; experience with data files, spreadsheets, Excel, or Google Sheets; and exposure to HR benefits, healthcare, or benefits administration.
