CSM II

Responsibilities

• Own the health, adoption, retention, and growth of a book of SMB accounts
• Conduct regular check-ins and business reviews to align on goals and track performance
• Monitor success metrics including CSAT, utilization, and member engagement to address churn drivers
• Support the renewal cycle and identify expansion and upsell opportunities to grow ACV
• Partner with internal Product, Implementation, and Operations teams to ensure customer value
• Maintain accurate account records and pipeline hygiene in Salesforce

Requirements

• Bachelor's degree
• 3+ years of experience in customer success, account management, or customer support in a high-growth tech environment
• Track record of managing a book of business with strong retention and CSAT outcomes
• Proficiency with Salesforce or another CRM
• Strong organizational skills and a proactive, solutions-oriented mindset

Preferred Qualifications

• Familiarity with HR benefits leaders and the employee benefits landscape
• Prior experience supporting renewal or expansion conversations
• Experience with tools such as Gong, Airtable, or BI reporting tools

Benefits

• Competitive compensation and equity
• Flexible Time Off
• Comprehensive parental leave and family-forming benefits
• Health and wellness benefits

About the Company

Carrot is a leading global fertility and family care platform providing clinical guidance and support to millions of members across 195 countries.