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The Role:

Carrot Fertility is looking for a Director, Customer Success to lead our team of Enterprise Customer Success Executives focused on building strategy and delighting our customers. This role will lead and maintain a high-performing team that supports new and existing Carrot customers aligned with the Enterprise segment that works strategically to satisfy their needs best to become a celebrated and continuing component of their benefits offering.

The Team:

You'll report to our Senior Vice-President of Customer Success and support team growth along with Carrot's existing customers to ensure retention, increase member engagement, and maintain high levels of customer satisfaction. You will be a leader of people focused on driving a high-performing team as well as act as a trusted advisor to HR benefits leaders, help communicate the value of the Carrot product, and respond to customer needs, questions, and requests. Also, as a Customer Success Director at Carrot, you will help develop customer success strategies and best practices for serving our enterprise customers and help support our quickly growing team. We're looking for a results-oriented, customer-centric, tech-savvy, process-oriented leader with excellent written communication skills and an interest in furthering Carrot's mission of fertility care for all.

Minimum Qualifications:

• Bachelor's degree
• 10+ years of professional experience leading a team, working closely with external customers and partners in a Customer Success Management, Customer Onboarding/Implementation, or Project Management role
• 5-7 years of professional experience in the benefit space
• You have successfully managed a team and complex projects - from coordinating with cross-functional teams to setting and meeting deadlines, you excel at juggling various moving parts of multiple simultaneous projects to deliver exceptional results
• You are highly organized and detail-oriented
• You are a clear, empathetic communicator - you communicate with a deep understanding of customer needs and constraints and can weigh them against internal priorities and limitations
• You are persistent - you don't give up after the first or second setback; you continue to innovate and collaborate to keep things moving forward
• You are a self-starter - you set your own goals and act on them, seizing opportunities as they present themselves
• You have a passion for delighting customers and improving their members' overall Carrot experience
• You are looking to be part of a team of mature, effective, hard-working, fun, and bright people
• Enthusiasm for Carrot Fertility's mission and eagerness to become a part of our collaborative, friendly, and dynamic team

Preferred Qualifications:

• Experience with Salesforce or other CRM
• Some familiarity with Carrot's buyers (HR benefits leaders) is preferred, but not required
• Detail-oriented with strong analytical, writing, and communication skills
• Comfortable working in an ambiguous environment; organized, diligent, and self-motivated
• Process-oriented with an automation/efficiency mindset; experience developing best practices, creating scalable systems and automating routine processes
• Ability to adopt a continuous improvement mindset and actively contribute to the processes and procedures of the Customer Success team

Compensation:

Carrot offers a holistic Total Rewards package designed to support our employees in all aspects of their life inside and outside of work, including health and wellness benefits, retirement savings plans, short- and long-term incentives, parental leave, family-forming assistance, and a competitive compensation package. The starting base salary for this position will range from $160,000.00 - $180,000.00. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience.