CSM I

About Carrot: Carrot is the leading global fertility and family care platform, built on intelligent care orchestration: the right clinical guidance, at the right moment, in the context of each member’s life. More than a thousand multinational employers, health plans, and health systems trust Carrot to support millions of members across 195 countries – from pre-pregnancy through menopause and major life moments in between. Carrot's comprehensive clinical program delivers industry-leading cost savings for plan sponsors and award-winning experiences and improved outcomes for millions of people worldwide. Carrot is widely regarded as a defining force in healthcare innovation as a recipient of several top-tier awards, including Fast Company's 'Most Innovative Companies' and CNBC's '100 Barrier Breaking Startups'. The company is regularly cited by leading global outlets — including The Economist, Bloomberg, The Wall Street Journal, NPR, ABC News, and Harvard Business Review — as a leading voice on digital health, the future of work, and family health. Learn more at get-carrot.com . The Opportunity 🚀 Carrot is looking for a Customer Success Manager I to support our Small Business and partnership customers while driving administrative and analytical excellence across the Customer Success and Customer Operations team. Reporting to the Manager, Customer Experience and Administration, you will own the operational health of your portfolio: supporting customer launches, communicating about renewals, responding to customer needs, and maintaining high levels of customer satisfaction. You will also serve as the team's files and data go-to, supporting all teams and customers with eligibility file management, reporting, and escalations. Your time will be divided between direct management of the Small Business and partnership portfolio and team-wide administrative and analytical support. This is an ideal role for a customer-centric, tech-savvy, process-oriented person with strong organizational skills and an interest in furthering Carrot's mission of fertility care for all. What You’ll Own 💼 In this role, you will: Answer inquiries, provide support, and resolve questions about Carrot's products and services for Small Business and partnership customers Execute day-to-day responsibilities via email and ticketing systems, prioritizing work to meet the needs of internal and external customers Manage daily employer eligibility files, including new file setup support and ownership of ongoing file success Support customer launches and renewal communications for your portfolio, partnering closely with Customer Success leadership Provide team-wide administrative and analytical support across reporting, data requests, and customer escalations Contribute to process documentation and improvements that make the Customer Success team more scalable and efficient What Success Looks Like 📈 In your first 12–18 months, you will have: Built trusted relationships across your Small Business and partnership portfolio, reflected in strong customer satisfaction and retention Established yourself as the team's go-to resource for eligibility files, reporting, and data accuracy Consistently meet service-level expectations across ticketing and email queues with high quality and attention to detail Supported smooth customer launches and renewal cycles with minimal escalations Identified and implemented at least one process improvement that increased team efficiency About You ✨ You likely have: A Bachelor's degree At least 1 year of experience in customer success, customer support, or project management in a high-growth, technological environment Strong attention to detail and the ability to follow detailed processes with thorough, focused work output Clear, empathetic communication skills with customers and internal partners A passion for supporting customers and teamwork, and enthusiasm for Carrot's mission Comfort with technology and the ability to quickly learn new sy…