• Own a portfolio of customers with varying levels of complexity. • Build trusted relationships with customer stakeholders and champions. • Serve as the primary point of contact for customer success needs. • Develop and execute success plans aligned to customer goals and product usage. • Conduct structured discovery to understand customer workflows, challenges, and priorities. • Lead customer meetings including onboarding reviews, health checks, and QBRs. • Drive adoption of core and advanced product capabilities across products. • Analyze usage, engagement, and customer data to assess health and predict risk. • Proactively identify at-risk accounts and execute mitigation plans. • Maintain accurate documentation and reporting in CRM and customer success tools. • Support renewals and identify expansion opportunities in partnership with Sales. • Lead investigation and resolution of customer issues within defined scope.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Carrot is seeking a Customer Success Manager II to take full ownership of a defined customer portfolio within our Small Business segment. In this role, you won’t just support customers, you’ll be responsible for leading their success and satisfaction. You will be accountable for driving retention, increasing member engagement, and accelerating growth within your book of business. Acting as a strategic advisor to HR benefits leaders, you will proactively communicate Carrot’s value, resolve issues with urgency, and identify opportunities for expansion. Reporting to the Manager of Customer Management and partnering with our Customer Strategy Director, you’ll operate with autonomy and authority, working cross-functionally to deliver business outcomes and ensure long-term partnership health. We’re looking for a strategy-oriented self-starter with a customer-first mindset and a strong sense of accountability. You thrive in fast-paced environments, take initiative without waiting to be asked, and are eager to further Carrot's mission of fertility care for all. Key Responsibilities - Own and lead the success of your assigned accounts, serving as the primary driver of relationship health, product adoption, and retention. - Proactively leverage customer behavior insights and feedback to inform and execute strategic account growth plans, identifying and driving upsell and expansion opportunities in every conversation, leading with a clear vision for mutual growth. - Conduct regular strategic check-ins and business reviews to align on goals, track performance, and course-correct as needed. - Monitor and act on success metrics like CSAT, utilization, and engagement to proactively identify risks and eliminate churn drivers. - Partner with internal teams, including Customer Strategy Directors, Product, and Ops, to ensure customers realize maximum value from their Carrot partnership. - Be a visible and vocal advocate for your customers internally, pushing for improvements that drive satisfaction and outcomes. Qualifications - Bachelor’s degree - 3+ years of experience in customer success, customer support, or account management in a high-growth, technology environment - Proficiency with Salesforce or other CRM - Comfortable presenting to and advising HR benefits leaders - Strong organizational skills with a proactive, solutions-oriented mindset - Enthusiasm for Carrot Fertility’s mission and eagerness to become a part of our collaborative, friendly, and dynamic team Preferred Qualifications - Experience operating in a fast-paced, high-growth, or startup environment - Proven ability to take initiative, manage ambiguity, and build scalable processes - Continuous improvement mindset and a track record of shaping best practices on a growing Customer Management 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 $70,000.00 - $85,000.00. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience. Fraud and Security Notice Please note that all communication regarding job opportunities at Carrot will come exclusively from an @get-carrot.com email address. If you receive messages from any other domain, please disregard them and report the incident to: securityreporting@get-carrot.com Why Carrot? Carrot has received national and international recognition for its pioneering work, including: - Fast Company's Most Innovative Companies - World Changing Ideas - Inc. Power Partners - Modern Healthcare’s Innovators Carrot’s global workforce has been acknowledged with several accolades, including: - Fortune’s Best Workplaces in Healthcare - Great Place to Work - Age-Friendly Employer certifications Carrot is regularly featured in media reporting on issues related to the future of work, women in leadership, and healthcare innovation, including: - MSNBC - The Economist - Bloomberg - The Wall Street Journal - CNBC - National Public Radio - Harvard Business Review Learn more at carrotfertility.com.

• Manage a global portfolio of customer accounts, overseeing the full renewal cycle for Intel 471 subscriptions • Drive customer retention and revenue growth by understanding customer needs and delivering tailored solutions • Execute upsell and cross-sell strategies to maximize account expansion and overall customer value • Monitor and communicate customer health, providing insights and proactive recommendations • Deliver accurate and timely revenue forecast updates to internal stakeholders • Create proposals, prepare subscription agreements, and lead the full agreement process to closure • Partner closely with Engagement Leads to ensure successful onboarding, adoption, and long-term customer success • Leverage Salesforce to manage renewals, track activities, and maintain accurate account data • Apply strong knowledge of pricing, packaging, retention strategies, and identify opportunities for conversion, upsell, and cross-sell

• Client Onboarding: Guide new customers through the onboarding process, ensuring a smooth transition and quick adoption of our products. • Customer Support: Address customer inquiries and issues promptly and effectively, providing solutions and guidance. • Relationship Management: Build and maintain strong, long-lasting relationships with clients, understanding their needs and helping them succeed. • Product Knowledge and Training: Conduct training sessions and webinars to educate customers on the best practices and features of Joist AI, and work closely with our product development team to understand our services and value propositions. • Feedback Loop: Gather customer feedback and work closely with our product team to drive continuous improvement. • Performance Tracking: Monitor customer usage and success metrics to identify areas for growth and improvement. • Proactive Outreach: Regularly check in with customers to ensure they’re getting the most out of our products and services.