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Manager, Customer Success - Job Opportunity at Carrot Fertility

Remote, US
Full-time
Senior
Posted: July 3, 2025
Remote
USD 120,000 - 140,000 per year

Benefits

Comprehensive parental leave supporting family-building initiatives aligned with company mission
Competitive retirement savings plans with employer matching opportunities
Holistic health and wellness benefits including mental health support
Family-forming assistance providing fertility and reproductive health coverage
Short and long-term incentive programs tied to performance outcomes

Key Responsibilities

Lead and develop a high-performing team of up to 8 Customer Success Manager III professionals to drive strategic customer engagement
Architect and execute customer success strategies for mid-market segment clients to maximize retention and satisfaction
Drive revenue growth through strategic account expansion and renewal management across existing customer portfolio
Serve as primary executive relationship manager for key mid-market accounts ensuring best-in-class customer experience delivery
Collaborate cross-functionally with internal teams to align customer needs with product roadmap and service delivery
Establish and maintain performance metrics and KPIs to measure team effectiveness and customer health scores
Develop and implement scalable processes for customer onboarding, implementation, and ongoing success management

Requirements

Education

Bachelor's degree

Experience

5-7 years+ of professional experience leading a team, working closely with external customers and partners in a Customer Success Management, Customer Onboarding/Implementation, or Project Management role

Required Skills

Team leadership and management Customer Success Management Customer Onboarding/Implementation Project Management Complex project management coordinating with cross-functional teams Setting and meeting deadlines Juggling various moving parts of multiple simultaneous projects Highly organized and detail-oriented Clear, empathetic communication Deep understanding of customer needs and constraints Persistence and innovation in problem-solving Self-starter with goal-setting abilities Passion for delighting customers Healthcare and/or benefits industry experience
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Sauge AI Market Intelligence

Industry Trends

Digital health and fertility benefits are experiencing unprecedented growth as employers recognize the strategic importance of comprehensive reproductive healthcare in talent acquisition and retention. The global fertility services market is projected to reach $39.4 billion by 2027, with corporate fertility benefits becoming a standard offering among Fortune 500 companies. Customer Success Management roles in healthcare technology are evolving beyond traditional account management to become strategic business partners who drive clinical outcomes and member engagement. Companies are investing heavily in CSM teams as they recognize the direct correlation between customer success initiatives and revenue retention in subscription-based healthcare models. Remote-first customer success teams are becoming the norm in healthcare technology, with companies leveraging digital tools and data analytics to maintain high-touch relationships with enterprise clients. This shift has expanded the talent pool and enabled more flexible service delivery models that better serve distributed healthcare organizations.

Salary Evaluation

The offered salary range of $120,000-$140,000 is competitive for a senior Customer Success Manager role with team leadership responsibilities in the healthcare technology sector. This compensation aligns with market rates for similar positions in venture-backed digital health companies, particularly considering the remote work flexibility and comprehensive benefits package.

Role Significance

The position involves managing a team of up to 8 Customer Success Manager III professionals, indicating substantial leadership responsibility within a larger customer success organization. This team structure suggests the role is part of a mature, well-funded organization with established customer success practices.
This is a senior-level management position with significant strategic responsibility for mid-market customer relationships and team leadership. The role requires executive-level decision-making capabilities and serves as a key revenue driver for the organization through customer retention and expansion initiatives.

Key Projects

Implementation of strategic customer success frameworks for mid-market healthcare organizations and large employers Development of customer expansion and renewal strategies that directly impact company revenue growth Cross-functional collaboration initiatives to align product development with customer needs and market demands Customer health scoring and predictive analytics projects to identify at-risk accounts and growth opportunities

Success Factors

Proven ability to translate complex healthcare benefits concepts into strategic value propositions for enterprise clients while maintaining deep technical understanding of fertility and reproductive health services Strong analytical capabilities to leverage customer data and success metrics in driving strategic decision-making and demonstrating ROI to stakeholders Exceptional relationship-building skills that enable long-term partnership development with C-suite executives and HR leaders at mid-market companies Change management expertise to guide customers through benefits implementation and adoption while navigating organizational complexities Revenue-focused mindset that balances customer advocacy with business growth objectives in a subscription-based healthcare model

Market Demand

High demand exists for experienced Customer Success leaders in the digital health space, particularly those with healthcare benefits experience and proven team management capabilities. The fertility benefits market is experiencing significant growth, creating strong job security and advancement opportunities for professionals in this specialized sector.

Important Skills

Critical Skills

Healthcare benefits expertise is essential as customers require guidance on complex implementation challenges including insurance coordination, provider network integration, and clinical care pathways specific to fertility and reproductive health services Team leadership and scaling capabilities are crucial given the rapid growth in the fertility benefits market and the need to build high-performing customer success teams that can handle increasing customer volumes and complexity Revenue management and expansion skills are vital as the role directly impacts customer retention and growth in a subscription-based model where customer success metrics directly correlate with company valuation and growth trajectory

Beneficial Skills

CRM and data analytics proficiency using tools like Salesforce and Domo would enhance the ability to leverage customer data for strategic decision-making and predictive analytics in identifying expansion opportunities Healthcare technology integration experience would be valuable as customers increasingly seek seamless integration between fertility benefits and existing HR information systems and health plan administration platforms Clinical operations knowledge would strengthen the ability to collaborate with Carrot's care teams and help customers understand the clinical aspects of fertility treatment coordination and member experience optimization

Unique Aspects

Opportunity to work in the rapidly expanding fertility benefits market, which represents a specialized niche within healthcare technology that requires deep understanding of reproductive health, insurance coordination, and sensitive member experiences
Role combines traditional customer success responsibilities with healthcare benefits expertise, requiring knowledge of clinical care coordination, provider networks, and complex insurance reimbursement models
Position offers direct impact on family-building outcomes for thousands of individuals while driving business growth in a mission-driven organization focused on healthcare access and equity

Career Growth

Career progression to director-level roles typically occurs within 2-3 years given the high-growth nature of the digital health sector and the strategic importance of customer success in subscription-based healthcare models.

Potential Next Roles

Director of Customer Success or VP of Customer Success roles within digital health companies, leveraging deep healthcare benefits expertise and proven team leadership capabilities General Manager or Business Unit Leader positions in fertility or women's health organizations, building on strategic customer relationship experience Consulting or advisory roles with healthcare benefits companies, utilizing specialized knowledge of fertility benefits implementation and customer success strategies

Company Overview

Carrot Fertility

Carrot Fertility is a well-established leader in the rapidly growing fertility and family-building benefits market, serving over 1,000 multinational employers and health systems worldwide. The company has achieved significant market recognition through awards from Fast Company, Inc. Magazine, and Fortune, indicating strong market position and innovative capabilities in the digital health space.

Carrot maintains a leadership position in the fertility benefits market, competing with companies like Progyny and Maven Clinic while serving as a trusted partner to major employers and health plans. The company's global reach and comprehensive platform approach differentiate it from point-solution competitors.
This remote position allows Carrot to serve customers across diverse geographic markets while maintaining centralized expertise. The company's global customer base requires customer success professionals who can navigate different healthcare systems and cultural contexts while delivering consistent service quality.
Carrot's recognition as a Great Place to Work and Fortune's Best Workplaces in Healthcare suggests a mission-driven culture that values innovation, diversity, and employee well-being. The company's focus on expanding access to fertility care creates a purpose-driven work environment that attracts professionals passionate about healthcare equity and women's health initiatives.
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