Sr. Manager, Customer Success

The Role: 

Carrot Fertility is looking for a Senior Manager, Channel to lead our team of Customer Success Executives and Customer Success Managers focused on building strategy and delighting our customers in Carrot’s Channel and Partnership segment. This role will lead and maintain a high-performing team that supports new and existing Carrot customers in working strategically to best satisfy their needs and become a celebrated and continuing component of their benefits offering. 

You'll drive the strategic vision for Carrot’s key partnerships, including several health plans, to ensure retention, grow our ACV, increase member engagement, and maintain high levels of customer satisfaction. The Senior Manager, Channel will define our roadmap to achieve and exceed aggressive channel sales targets. A background in sales or complex account management at a health plan is a requirement for the role.

You will be a key cross-functional partner across the Carrot organization, working in concert with our Product, Sales, Marketing, Operations, and other teams to ensure alignment, build strategy, and drive execution.

This role reports to the VP, Customer Success and sits on our Customer Success organization’s leadership team. Given substantial exposure to executive leadership and key customers, strong communication skills and demonstrated success with strategic (20,000+) customers in a health plan setting are required for the role. 

Minimum Qualifications:

• Bachelor’s degree
• 10+ years of experience in sales or complex account management at a health plan, including supporting strategic (20,000+) customers
• 6+ years of people leadership, ideally in customer success, sales, or account management functions
• Successfully managed 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 
• Clear, empathetic communicator - you communicate with a deep understanding of customer needs and constraints and can weigh them against internal priorities and limitations
• Demonstrated success building and expanding the lifetime value of customer accounts through strategic partnership

• Gifted storytelling skills with the ability to present a case with both strong ROI and people-focused outcomes

• Process-oriented with an automation/efficiency mindset 
• Enthusiasm for Carrot Fertility’s mission and eagerness to become a part of our collaborative, friendly, and dynamic team
• Experience with Salesforce or other CRM, including as a tool to identify and manage expansion opportunities across existing accounts
• Experience with Carrot’s buyers (HR benefits leaders)
• Detail-oriented with strong analytical, writing, and communication skills

Preferred Qualifications: 

• Previous partnership leadership experience
• Comfortable working in an ambiguous environment; organized, diligent, and self-motivated
• 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 $165,000-$180,000 Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience.