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Carrot Fertility is seeking a Customer Success Manager II to own the health, adoption, retention, and growth of a portfolio of Small Business (SMB) accounts. Reporting to a Manager of Customer Success, you will serve as the primary point of contact and trusted advisor for HR benefits leaders, helping them maximize the value of the Carrot fertility and family care benefit.
Your day-to-day responsibilities center on proactive account management: conducting regular check-ins and business reviews, monitoring success metrics like CSAT, utilization, and member engagement, and identifying risks before they become churn drivers. You will support the renewal cycle across your book and identify expansion opportunities that contribute to ACV growth.
Key responsibilities include:
- Own the health, adoption, retention, and growth of an SMB account portfolio
- Conduct regular check-ins and business reviews to align on goals and track program performance
- Monitor success metrics (CSAT, utilization, member engagement) and address churn drivers proactively
- Support renewals and identify expansion/upsell opportunities
- Partner with Product, Implementation, Member Support, and Operations teams to ensure customers realize full value
- Maintain accurate account records and pipeline hygiene in Salesforce
- Execute established SMB playbooks with consistency and surface feedback for team improvement
Success in this role means building trusted relationships reflected in strong CSAT scores and retention outcomes, consistently meeting retention and growth targets, establishing a proactive account management rhythm, and contributing expansion opportunities that grow ACV.
Required qualifications:
- Bachelor's degree
- 3+ years of customer success, account management, or customer support experience in high-growth technology
- Track record managing a book of business with strong retention and customer satisfaction
- Ability to present to HR benefits leaders with clear, empathetic communication
- Proficiency with Salesforce or similar CRM
- Strong organizational skills and proactive, solutions-oriented mindset
Nice-to-have: familiarity with HR benefits leaders and the employee benefits landscape, prior experience in healthcare or fertility benefits.
