Director, Customer Success

The Role

Carrot Fertility is seeking a Customer Success Director to lead our team of Enterprise Customer Success Executives focused on building strategy and delight our customers. This role will lead and maintain a high performing team that supports new and existing Carrot customers aligned with the Enterprise segment that works strategically to best satisfy their needs to become a celebrated and continuing component of their benefit offering.

You’ll report to our Vice-President of Customer Success and support team growth along with Carrot’s existing customers to ensure retention, increase member engagement, and maintain high levels of customer satisfaction.  You will be a leader of people focused on driving a high performing team as well as act as a trusted advisor to HR benefits leaders, help communicate the value of the Carrot product, and respond to customer needs, questions and requests.  Also as a Customer Success Director at Carrot, you will help develop customer success strategies and best practices for serving our enterprise customers and help support our quickly growing team.  We’re looking for a results oriented, customer-centric, tech-savvy, process-oriented leader with excellent written communication skills and an interest in furthering Carrot’s mission of fertility care for all.

Requirements

• Bachelor’s degree
• 10+ 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
• You have successfully managed a team, complex projects – from coordinating with cross functional teams to setting and meeting deadlines, you excel at juggling various moving parts of multiple simultaneous projects to deliver exceptional results
• You are highly organized and detail oriented
• You are a clear, empathetic communicator – you communicate with a deep understanding of customer needs and constraints and can weigh them against internal priorities and limitations
• You are persistent – you don’t give up after the first or second setback, instead you continue to innovate and collaborate to keep things moving forward
• You are a self-starter – you set your own goals and act on them, seizing opportunities as they present themselves
• You have a passion for delighting customers and improving their members’ overall Carrot experience
• You are looking to be part of a team of mature, effective, hard-working, fun, and bright people
• Enthusiasm for Carrot Fertility’s mission and eagerness to become a part of our collaborative, friendly, and dynamic team

Responsibilities

• Lead and develop a team of Customer Success Executives to be results oriented and provide individual and team development opportunities
• Help to build out the digital touch program across the customer journey
• Serve as day-to-day contact for the Customer Success team, escalations, and customer accounts
• Test, develop customer success best practices, and strategically rolling them out to the team to effectively serve the enterprise segment efficiently, while maintaining a great rapport with the team and high customer satisfaction scores
• Act as voice of the customer to communicate feedback and escalate product requests effectively
• Identify repeatable strategies and playbooks to mitigate churn and drive engagement
• Collaborate with team members to develop key metrics, including engagement, member feedback, and cost savings, to help predict and improve customer retention and expansion
• Build and adapt customer assets and delivery methods to maximize impact
• Drive customer references and case studies