Note: The job is a remote job and is open to candidates in USA. Carrot is a global, comprehensive fertility and family care platform, supporting members and their families through many of life's most memorable moments. They are seeking a Director, Customer Success to lead their Strategic Customer Success function, focusing on driving long-term customer value and engagement across complex enterprise customers. This leadership role involves shaping strategy, fostering relationships, and ensuring measurable business outcomes for strategic accounts.
Responsibilities
- Lead, coach, and develop a team of Senior Customer Success Executives and Customer Success Executives responsible for Carrot’s most strategic enterprise accounts
- Define and execute a customer success strategy focused on retention, expansion, adoption, and long-term customer health
- Build strong executive-level relationships with customer stakeholders and serve as an executive sponsor for key strategic accounts
- Drive customer engagement strategies that increase value realization, member adoption, and measurable business impact
- Partner cross-functionally with Product, Sales, Marketing, Operations, and other internal stakeholders to ensure a seamless and high-impact customer experience
- Leverage customer health metrics, renewal data, adoption insights, and feedback trends to proactively identify risks and growth opportunities
- Establish scalable operational processes and best practices across strategic account management, QBRs, renewals, and customer planning
- Influence product strategy and innovation by representing the voice of the customer internally
- Partner with Customer Success leadership on organizational planning, segmentation strategy, team structure, and long-term scaling initiatives
- Foster a culture of accountability, collaboration, continuous improvement, and customer obsession across the team
Skills
- A Bachelor's Degree
- The ability to travel to clients about 5 business days per quarter
- 8+ years of experience in Customer Success, Strategic Account Management, Consulting, or other customer-facing leadership roles
- 3+ years of people management experience leading and developing high-performing customer-facing teams
- A proven track record in managing and growing large-scale strategic enterprise accounts, ideally supporting customers with populations of 20,000+ lives
- Experience in B2B SaaS, healthcare technology, benefits, or other highly consultative environments
- Strong executive communication, relationship-building, and stakeholder management skills
- Experience driving retention, expansion, customer adoption, and value realization initiatives
- Strong analytical and operational skills with the ability to leverage customer data and business metrics to guide decision-making
- Demonstrated success operating cross-functionally and influencing senior stakeholders
- Comfort navigating fast-paced, high-growth environments where strategy and execution happen simultaneously
- Experience supporting enterprise HR, benefits, healthcare, or people-focused customer organizations
- Experience working within fertility, digital health, healthcare benefits, or broader health tech industries
- Experience scaling or transforming Customer Success organizations within high-growth companies
- Familiarity with customer success platforms, health scoring methodologies, and enterprise renewal strategies
Benefits
- Competitive compensation, equity, and comprehensive benefits.
- Flexible Time Off and a culture that actively encourages employees to recharge.
- Comprehensive parental leave and family-forming benefits.
- A collaborative, inclusive, and values-driven culture.
- The opportunity to work alongside passionate, thoughtful teammates committed to improving healthcare outcomes worldwide.
- Carrot offers a holistic Total Rewards package designed to support employees in all aspects of life inside and outside of work, including health and wellness benefits, retirement savings plans, short- and long-term incentives, parental leave, family-forming assistance, and more.
Company Overview
Carrot is a healthcare center that offers fertility care services. It was founded in 2016, and is headquartered in Sacramento, California, USA, with a workforce of 501-1000 employees. Its website is https://www.get-carrot.com.