CSM I

Carrot Fertility

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Job Overview

Location

Remote

Salary

USD 59,000 - 69,000 yearly

Employment Type

Full-time

Work Arrangement

Remote

Sector

Healthcare & Medical

Experience Level

Entry Level (0-2 years)

Application Deadline

February 25, 2026

About the Company

Carrot is a leading global fertility and family care platform dedicated to supporting individuals and families through significant life moments. Partnering with major multinational employers and health plans, Carrot delivers exceptional clinical programs that yield outstanding outcomes and significant cost savings. Their comprehensive offerings span preconception care, pregnancy support, IVF, male factor infertility, adoption, gestational carrier care, and menopause. Carrot provides localized assistance in over 170 countries and 25 languages, underpinned by a commitment to clinical excellence and human-centered care. Recognized for its innovation by Fast Company and lauded for its workplace culture by Fortune and Great Place to Work, Carrot is at the forefront of healthcare innovation.

Job Description

Join Carrot Fertility as a Customer Success Manager I and play a pivotal role in delighting our Small Market Business partners. You will ensure seamless operational support, manage customer launches, and maintain high satisfaction levels through proactive engagement.

This position also involves providing crucial administrative and analytical support to the wider Customer Success team. You will be instrumental in managing customer eligibility files, generating reports, and assisting with escalations, ensuring the smooth functioning of our operations.

We are seeking a customer-centric, clear communicator who is tech-savvy and process-oriented, with strong organizational skills and a commitment to our mission of making fertility care accessible to all.

To apply for this role, click the Apply button on this page and follow the instructions.

Required Skills

Customer SuccessCustomer SupportAccount ManagementCRMSalesforceJiraTicketing SystemsData ManagementReportingOrganizational SkillsCommunication

Key Responsibilities

Manage and nurture relationships with Small Market Business partnership customers.
Ensure all operational aspects for partners are meticulously handled.
Support customer launches and manage renewal communications.
Maintain high levels of customer satisfaction through proactive engagement.
Assist the Manager, Customer Experience & Administration with operational tasks.
Respond promptly and effectively to customer needs, questions, and requests.
Serve as a guru for Customer Success files and data, supporting eligibility and reporting.
Handle daily employer eligibility files, including setup and ongoing maintenance.
Address customer inquiries and provide support regarding Carrot's products and services.
Execute daily responsibilities via email and ticketing systems, prioritizing tasks efficiently.

Qualifications

Bachelor's degree.
At least 1 year of experience in customer success, customer support, or account management within a high-growth technology environment.
Exceptional detail-orientation and a strong focus on accuracy.
Demonstrated passion for supporting customers and a collaborative team spirit.
Ability to follow detailed processes with thoroughness and focus.
Enthusiasm for Carrot Fertility's mission and a desire to contribute to a dynamic team.
Experience with Salesforce or other CRM platforms is preferred.
Familiarity with Carrot's typical buyers (HR benefits leaders) is a plus.
Comfort working in ambiguous environments, demonstrating organization, diligence, and self-motivation.
A collaborative approach, leveraging resources and supporting team members.
Process-oriented mindset with experience in developing best practices or automating processes.
Ability to adopt a continuous improvement mindset and actively contribute to team processes.