Customer Success Manager (Canada)

 Published 14 days ago
    
 Canada
    
 60,000 - 90,000
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The Role: 

Carrot is seeking a Customer Success Manager to support new and existing Carrot customers, helping to drive retention, increase member engagement, and maintain high levels of customer satisfaction. The Customer Success Manager acts as a trusted advisor to HR benefits leaders, helps communicate the value of the Carrot product, and responds to customer needs, questions and requests. 

Our Customer Success Managers:

  • Proactively engage with customers to understand their needs, challenges, and objectives.
  • Serve as the primary point of contact for your assigned accounts, fostering trust and confidence in our partnership. From onboarding through the full customer lifecycle
  • Develop a deep understanding of the customer's business and industry to provide tailored solutions and advice.
  • Work closely with customers to create and execute a success plan that aligns with their business objectives and maximizes the value they receive from our solutions. 
  • Act as a customer advocate within the company, representing their feedback and needs to relevant teams.
  • Ensure timely resolution of customer issues, working closely across Carrot teams.
  • Provide education and resources to customers to enable them to effectively use our products/services.
  • Conduct regular check-ins to ensure customers are leveraging the full capabilities of our offerings.

Minimum Qualifications: 

  • 3+ years of professional experience in a Customer Success, Account Management, or Project Management role, ideally in a high-growth, start-up environment
  • Enthusiasm for Carrot Fertility’s mission and eagerness to become a part of our collaborative, friendly, and dynamic team
  • Detail-oriented with strong analytical, writing, and communication skills
  • Must be able to develop and grow relationships with customers
  • Track record of high customer satisfaction  
  • Experience working with full lifecycle of customer success 
  • Fluency in written and spoken English

Preferred Qualifications:

  • Experience with Salesforce or other CRM 
  • Some familiarity with Carrot’s buyers (HR benefits leaders) is preferred, but not required
  • Comfortable working in an fast paced environment; organized, diligent, and self-motivated
  • Process-oriented with an automation/efficiency mindset; experience developing best practices, creating scalable systems and automating routine processes
  • Ability to adopt a continuous improvement mindset and actively contribute to the processes and procedures of the Customer Success team

Compensation: 

Carrot is committed to providing a competitive and holistic Total Rewards package designed to support our employees in all aspects of their life inside and outside of work, including health and wellness benefits, short- and long-term incentives, parental leave, family-forming resources, and a competitive compensation package. Actual compensation is commensurate with experience and confirmed job-related skills.  

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