Customer Success Manager II

About the role

Carrot, the leading global fertility and family‑care platform, is seeking a Customer Success Manager II to own the health, adoption, retention, and growth of a portfolio of Small Business (SMB) accounts. You will act as the primary point of contact and trusted advisor for HR benefits leaders, helping them communicate the value of Carrot’s benefit and ensuring the solution remains a celebrated part of their benefits offering.

Key responsibilities

• Manage a book of SMB accounts, driving adoption, retention, and expansion.
• Conduct regular check‑ins and business reviews to align on goals and track program performance.
• Monitor success metrics such as CSAT, utilization, and member engagement, and proactively address churn risks.
• Support the renewal cycle, partnering with Customer Success leadership to achieve on‑time close and strong retention outcomes.
• Identify and pursue upsell opportunities that contribute to annual contract value (ACV) growth.
• Collaborate with internal teams—including Product, Implementation, Member Support, and Operations—to ensure customers realize full value.

Required profile

• Customer‑centric professional with proven experience in account management or customer success.
• Strong communication skills and ability to build trusted relationships with HR benefits leaders.
• Data‑driven mindset, comfortable tracking and acting on metrics such as CSAT and utilization.
• Proactive problem‑solver who can anticipate risks and drive timely resolutions.

Required skills