Customer Success Executive, Taft-Hartley Labor

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.

Opportunity

Carrot is seeking a Customer Success Executive to support customers in our Taft-Hartley and Labor segment, one of Carrot's fastest-growing channels. You will partner with multiemployer benefit funds, serving as the primary point of contact for fund administrators, boards of trustees, and their consultants to ensure Carrot becomes a valued, ongoing part of their benefits offering.

You'll work closely with these customers to promote retention, boost member engagement, and uphold excellent customer satisfaction. In this role, you will serve as a trusted advisor to fund stakeholders, clearly communicate the value of Carrot's offerings in trustee-ready formats, and respond proactively to customer questions and requests while navigating the governance and decision-making rhythms unique to the labor market.

As the first Customer Success Executive dedicated to this segment, you will shape how Carrot supports Taft-Hartley customers, building the playbooks and best practices that will scale as the channel grows, and playing a vital role in the growth and collaboration of our Customer Success team.

What You’ll Own

In this role, you will:

• Own a portfolio of Taft-Hartley and labor accounts, serving as the primary point of contact and trusted advisor to fund administrators, trustees, and benefits consultants
• Drive retention and renewal outcomes across your book of business, proactively identifying risks and building action plans that account for trustee approval cycles and fund governance
• Increase member engagement and program utilization among union member populations through data-informed recommendations and a regular cadence of business reviews
• Present program value and outcomes to boards of trustees, benefit committees, and fund consultants through clear storytelling, reporting, and executive-ready presentations
• Partner cross-functionally with Labor Sales, Implementation, Product, Legal & Compliance, and Member Success to deliver a seamless customer experience
• Identify and support expansion opportunities within existing funds in partnership with the Labor Sales team
• Build the customer success playbooks, processes, and best practices for the Taft-Hartley segment as its first dedicated Customer Success hire

What Success Looks Like

In your first 12–18 months, you will have:

• Built trusted, multi-threaded relationships across your portfolio of funds, including administrators, trustees, and consultants, reflected in strong customer satisfaction and account health
• Delivered consistent retention and renewal results across your