Director, Customer Success

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.

What You’ll Own

• Lead, coach, and develop a team of Senior Customer Success Executives and Customer Success Executives responsible for Carrot’s most strategic enterprise accounts.
• Define and execute a customer success strategy focused on retention, expansion, adoption, and long-term customer health.
• Build strong executive-level relationships with customer stakeholders and serve as an executive sponsor for key strategic accounts.
• Drive customer engagement strategies that increase value realization, member adoption, and measurable business impact.
• Partner cross-functionally with Product, Sales, Marketing, Operations, and other internal stakeholders to ensure a seamless and high-impact customer experience.
• Leverage customer health metrics, renewal data, adoption insights, and feedback trends to proactively identify risks and growth opportunities.
• Establish scalable operational processes and best practices across strategic account management, QBRs, renewals, and customer planning.
• Influence product strategy and innovation by representing the voice of the customer internally.
• Partner with Customer Success leadership on organizational planning, segmentation strategy, team structure, and long-term scaling initiatives.
• Foster a culture of accountability, collaboration, continuous improvement, and customer obsession across the team.

What Success Looks Like

• Strengthened retention and customer health across Carrot’s strategic customer portfolio.