Customer Success Manager I

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 systems and tools

Nice to Have ⭐

While not required, we would be especially excited if you bring:

• Experience with Salesforce or another CRM
• Familiarity with systems such as Jira and Front
• Experience working with data files, spreadsheets, or reporting tools such as Excel or Google Sheets
• Exposure to HR benefits, healthcare, or benefits administration

Why This Role Matters 🧡

Small Business and partnership customers represent an important and growing part of Carrot's business, and this role is their day-to-day connection to Carrot. The operational excellence you bring, from accurate eligibility files to responsive support, directly shapes how customers and their members experience Carrot's care.

Beyond your portfolio, this role strengthens the entire Customer Success organization. By owning the administrative and analytical foundation the team relies on, you free CSMs across all segments to focus on strategic customer relationships, making this role a force multiplier for retention, satisfaction, and Carrot's mission of fertility care for all.