Carrot, a leading global fertility and family care platform, is hiring a senior-level Customer Success Manager II (CSM II) for a Customer Service position in the USA. In this remote-friendly or US-based role, you will report to a Manager of Customer Success and take ownership of the health, adoption, retention, and growth of a designated book of Small Business (SMB) accounts.
Responsibilities for the CSM II Role
- Serve as the primary point of contact and trusted advisor for HR benefits leaders across your portfolio.
- Run regular check-ins and business reviews to track program performance, align on goals, and course-correct proactively.
- Monitor success metrics such as CSAT, utilization, and member engagement to surface risks and prevent churn.
- Support renewals, drive on-time closes, and identify upsell and expansion opportunities to contribute to ACV growth.
- Collaborate with internal teams like Product, Implementation, Member Support, and Operations, while maintaining accurate records in Salesforce.
Requirements and Qualifications
- A bachelor’s degree.
- 3+ years of experience in customer success, account management, or customer support within a high-growth technology environment.
- A proven track record of managing a book of business with strong customer satisfaction and retention outcomes.
- Comfort and skill in presenting to HR benefit leaders.
The starting salary for this position is $70,000.00. To apply for this senior customer success role, please visit the official Carrot careers site.