Customer Success Manager, Carrot Fertility

• Bachelor’s degree 0 years of experience or 1 year of experience in customer success, customer support, or account management in a high-growth, technology environment
• Detail-oriented
• Passion for supporting customers and teamwork
• Ability to follow detailed processes, thorough and focused in work output
• Enthusiasm for Carrot Fertility’s mission and eagerness to become a part of our collaborative, friendly, and dynamic team

Desirable

• Carrot Fertility is looking for a Customer Success Manager I to both delight our Small Market Business partnership customers and support administrative and analytical excellence across the Customer Success team
• You’ll report to our Manager of Customer Management
• For your Small Business partnership customers, you’ll ensure all operational aspects are tended to, support customer launches and maintain high levels of customer satisfaction
• You will support the Manager of Customer Success with operational tasks and respond to customer needs, questions, and requests
• For the administrative and analytical support portion of the role, you’ll be a Customer Success files and data guru, supporting all teams and customers with eligibility, reporting, and escalations
• The expectation is that your time is split evenly between direct management of the Small Business partnership portfolio and team-wide administrative and analytical support
• We’re looking for a customer-centric, tech-savvy, process-oriented person with good organizational skills and an interest in furthering Carrot’s mission of fertility care for all
• Answer inquiries, provide support, and answer questions about Carrot’s products and services
• Execute day-to-day responsibilities via email and ticketing systems, prioritizing work to meet requirements of internal and external customers
• Manage daily employer eligibility files, including support of new files set up and ownership of ongoing file success