Director, Customer Success

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 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.

 

What Success Looks Like 📈

In your first 12–18 months, you will have:

• 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.

 

About You ✨

You are a strategic customer success leader who knows how to balance customer outcomes, team leadership, and operational excellence. You bring executive presence, strong business judgment, and the ability to lead through growth