CSM I

The Opportunity

Carrot is looking for a Customer Success Manager I to support our Small Business and partnership customers while driving administrative and analytical excellence across the Customer Success and Customer Operations team. Reporting to the Manager, Customer Experience and Administration, you will own the operational health of your portfolio: supporting customer launches, communicating about renewals, responding to customer needs, and maintaining high levels of customer satisfaction.

You will also serve as the team's files and data go-to, supporting all teams and customers with eligibility file management, reporting, and escalations. Your time will be divided between direct management of the Small Business and partnership portfolio and team-wide administrative and analytical support. This is an ideal role for a customer-centric, tech-savvy, process-oriented person with strong organizational skills and an interest in furthering Carrot's mission of fertility care for all.

What You’ll Own

• 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

• 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

• A Bachelor's degree
• At least 1 year of experience in customer success, customer support, or project management