CSM II

About Carrot : Carrot is the leading global fertility and family care platform, built on intelligent care orchestration: the right clinical guidance, at the right moment, in the context of each member’s life. More than a thousand multinational employers, health plans, and health systems trust Carrot to support millions of members across 195 countries – from pre-pregnancy through menopause and major life moments in between. Carrot's comprehensive clinical program delivers industry-leading cost savings for plan sponsors and award-winning experiences and improved outcomes for millions of people worldwide. Carrot is widely regarded as a defining force in healthcare innovation as a recipient of several top-tier awards, including Fast Company's 'Most Innovative Companies' and CNBC's '100 Barrier Breaking Startups'. The company is regularly cited by leading global outlets — including The Economist, Bloomberg, The Wall Street Journal, NPR, ABC News, and Harvard Business Review — as a leading voice on digital health, the future of work, and family health. Learn more at get-carrot.com . The Opportunity Carrot is looking for a Customer Success Manager II to own the health, adoption, retention, and growth of a book of Small Business (SMB) accounts. Reporting to a Manager of Customer Success, you will serve as the primary point of contact and trusted advisor for HR benefits leaders across your portfolio, helping them communicate the value of the Carrot benefit, respond to their needs, and ensure Carrot remains a celebrated part of their benefits offering. Your day-to-day will center on proactive account management: running regular check-ins and business reviews, monitoring success metrics like CSAT, utilization, and member engagement, and surfacing risks before they become churn drivers. You will support renewals across your book and identify expansion opportunities that contribute to ACV growth. This is an ideal role for a customer-centric CS professional who executes established playbooks with consistency and quality while building the foundation for growth into more complex account work at Carrot. What You’ll Own In this role, you will: • Own the health, adoption, retention, and growth of a book of SMB accounts, serving as the primary point of contact for HR benefits leaders • Conduct regular check-ins and business reviews to align on goals, track program performance, and course-correct proactively • Monitor and act on success metrics including CSAT, utilization, and member engagement to identify risks and address churn drivers early • Support the renewal cycle across your book, partnering with Customer Success leadership to drive on-time close and strong retention outcomes • Identify and pursue expansion and upsell opportunities within your book, contributing to ACV growth • Partner with internal teams, including Product, Implementation, Member Support, and Operations, to ensure customers realize full value from their Carrot partnership • Maintain accurate account records and pipeline hygiene in Salesforce • Execute established SMB playbooks with consistency and surface feedback that helps the team improve and scale What Success Looks Like In your first 12–18 months, you will have: • Built trusted relationships across your SMB book, reflected in strong CSAT scores and retention outcomes • Consistently met retention, engagement, and growth targets for your portfolio • Established a proactive account management rhythm, with risks surfaced and addressed before they escalate • Contributed expansion opportunities that grew ACV across your book • Earned a reputation as a reliable, collaborative teammate who operates established playbooks with quality and consistency About You ✨