Job Role: Customer Success Manager

Company: Carrot Fertility

Location: Remote, UK

Salary: Not Specified

About Carrot Fertility: Carrot Fertility stands at the forefront of global fertility care solutions, dedicated to serving individuals from diverse backgrounds, ages, and circumstances. With the trust of numerous multinational employers, health plans, and healthcare systems, our expansive clinical program offers exceptional cost savings while delivering award-winning experiences to millions around the globe. Whether it’s fertility preservation, IVF, pregnancy support, or navigating through menopause, Carrot is here to accompany our members and their families through some of life’s most significant journeys. Join us in making a difference where it truly matters.

Role Overview: We are on the lookout for a passionate Customer Success Manager to enhance the experiences of both new and existing Carrot customers. This key role focuses on driving customer retention, boosting member engagement, and ensuring unparalleled customer satisfaction. As a trusted advisor to HR benefits leaders, you will effectively communicate the value of Carrot’s offerings while addressing customer inquiries and needs.

Your Responsibilities:

• Proactively connect with customers to capture their needs, challenges, and goals.
• Act as the main liaison for your designated accounts, building trust and confidence from onboarding through the entirety of the customer lifecycle.
• Acquire a thorough understanding of the customer’s business and industry to deliver customized solutions and insights.
• Collaborate closely with customers to develop and implement success plans aligned with their business goals, maximizing value from our solutions.
• Represent the voice of the customer within Carrot, advocating for their feedback and requirements with internal teams.
• Ensure swift resolution of customer issues by collaborating effectively with various teams within Carrot.
• Provide educational resources and support to empower customers in utilizing our products and services effectively.
• Conduct regular follow-ups to ensure customers are completely utilizing the full range of our offerings.

Qualifications and Experience:

Minimum Requirements:

• At least 3 years of experience in Customer Success, Account Management, or Project Management, preferably in a fast-paced, high-growth startup environment.
• A genuine passion for Carrot Fertility’s mission with a desire to contribute to our friendly, collaborative, and energetic team.
• Exceptional attention to detail paired with strong analytical, writing, and communication skills.
• Proven ability to establish and nurture customer relationships.
• Demonstrated success in maintaining high levels of customer satisfaction.
• Experience overseeing the complete customer success lifecycle.
• Proficiency in both written and spoken English.

Preferred Qualifications:

• Familiarity with Salesforce or other CRM software.
• Prior knowledge of our target customers (HR benefits leaders) is a plus, but not mandatory.
• Comfort in a dynamic, fast-paced environment; highly organized, diligent, and self-driven.
• Process-oriented with a focus on automation and efficiency; experience in creating best practices and scalable systems is advantageous.
• A mindset geared towards continuous improvement, actively contributing to enhancing processes and procedures within the Customer Success team.