Carrot
Fertility and family care platform
Director,CustomerSuccess
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“Director, Customer Success at Carrot. Skills: Customer Success leadership, Strategic Customer Success, Enterprise account management, Team leadership, Operational excellence, Customer retention, Customer growth, Customer engagement. 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 ”
What You'll Achieve.
Strengthened retention and customer health across Carrot’s strategic customer portfolio; Improved executive-level customer engagement and positioned Carrot as a trusted long-term partner; Built scalable Customer Success operating rhythms and processes that improve consistency, visibility, and execution; Increased customer adoption, engagement, and expansion opportunities across key accounts; Developed and elevated a high-performing Customer Success team through coaching, mentorship, and clear accountability; Established data-driven approaches to identifying churn risks and growth opportunities; Strengthened cross-functional alignment between Customer Success, Sales, Product, and Operations; Helped shape the future strategy and growth of Carrot’s Strategic Customer Success organization
Industry & Context.
Analytical and operational skills with the ability to leverage customer data and business metrics to guide decision-making; Proactively identify risks and growth opportunities
Ability to travel to clients about 5 business days per quarter
What They're Looking For.
Must Have
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, 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, Executive communication, relationship-building, and stakeholder management skills, Experience driving retention, expansion, customer adoption, and value realization initiatives, 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
Nice to Have
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
What You'll Do.
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
and long-term customer health
Build executive-level relationships with customer stakeholders and serve as an executive sponsor for key strategic accounts
Drive customer engagement strategies that increase value realization
and measurable business impact
Leverage customer health metrics
and feedback trends to proactively identify risks and growth opportunities
Establish scalable operational processes and best practices across strategic account management
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
and long-term scaling initiatives
Foster a culture of accountability
continuous improvement
and customer obsession across the team
How You'll Work.
Team & Collaboration
Partner cross-functionally with Product, Sales, Marketing, Operations, and other internal stakeholders to ensure a seamless and high-impact customer experience; Partner with Customer Success leadership on organizational planning, segmentation strategy, team structure, and long-term scaling initiatives; Strengthened cross-functional alignment between Customer Success, Sales, Product, and Operations
Communication Scope
Executive communication
Full Job Description
About Carrot: Carrot is a global, comprehensive fertility and family care platform, supporting members and their families through many of life's most memorable moments. Trusted by many of the world’s leading multinational employers, health plans, and health systems, Carrot’s proven clinical program delivers exceptional outcomes and experiences for members and industry-leading cost-savings for employers. Its award-winning products serve all populations, from preconception care through pregnancy, IVF, male factor infertility, adoption, gestational carrier care, and menopause. Carrot offers localized support in over 170 countries and 25 languages. With a comprehensive program that prioritizes clinical excellence and human-centered care, Carrot supports members and their families through many of the most meaningful moments of their lives. Learn more at get-carrot.com. The Opportunity 🚀 Carrot is seeking a Director, Customer Success to lead and evolve our Strategic Customer Success function—supporting Carrot’s largest and most complex enterprise customers with populations of 20,000+ lives. This is a highly strategic leadership role focused on driving long-term customer value, retention, growth, and engagement across Carrot’s most important customer relationships. You will shape the vision, operating model, and execution strategy for the Strategic Customer Success segment while partnering closely with leaders across Product, Sales, Marketing, Operations, and Executive Leadership. As a senior leader within Customer Success, you will help define how Carrot delivers measurable business outcomes for enterprise customers while influencing the future of our customer experience, product roadmap, and go-to-market strategy. The ideal leader brings a strong customer-centric mindset, operational rigor, executive presence, and a passion for developing high-performing teams in a fast-paced, mission-driven environment. What You’ll Own 💼 In this role, you will: Lead, coach, and develo
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