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Customer Success Executive, Health Plans - Carrot Fertility
## About Carrot [Carrot]( is the leading global fertility and family care platform, built on intelligent care orchestration: the right clinical guidance, at the right moment, in the context of each member’s life. More than a thousand multinational employers, health plans, and health systems trust Carrot to support millions of members across 195 countries—from pre-pregnancy through menopause and major life moments in between. Carrot's comprehensive clinical program delivers industry-leading cost savings for plan sponsors and award-winning experiences and improved outcomes for millions of people worldwide. Carrot is widely regarded as a defining force in healthcare innovation as a recipient of top-tier awards, including Fast Company's 'Most Innovative Companies' and CNBC's '100 Barrier Breaking Startups'. ## The Opportunity Carrot is seeking a Customer Success Executive to support customers in our Health Plans segment, one of Carrot's most strategic channels. You will partner with health plan customers, serving as the primary point of contact for account, product, and clinical stakeholders to ensure Carrot remains a valued, ongoing part of the benefits they deliver to their members. You'll work closely with these customers to promote retention, boost member engagement, and uphold excellent customer satisfaction. In this role, you will serve as a trusted advisor to health plan stakeholders, clearly communicate the value of Carrot's offerings through payer-ready reporting on utilization, outcomes, and cost savings, and respond proactively to customer questions and requests while navigating the operating rhythms of large payer organizations. ## What You’ll Own - Own a portfolio of health plan accounts, serving as the primary point of contact and trusted advisor to plan account, product, and clinical stakeholders - Drive retention and renewal outcomes across your book of business, proactively identifying risks and building action plans that account for payer procurement and renewal cycles - Increase member engagement and program utilization across covered populations through data-informed recommendations and a regular cadence of business reviews - Present program value, outcomes, and cost-savings data to health plan leadership through clear storytelling, reporting, and executive-ready presentations - Partner cross-functionally with Health Plan Sales, Implementation, Business Intelligence, Legal & Compliance, and Member Success to deliver a seamless customer experience - Identify and support expansion opportunities within existing health plan relationships, including new lines of business and new populations, in partnership with the Health Plan Sales team - Contribute to the customer success playbooks, processes, and best practices for the Health Plans segment as the channel scales ## What Success Looks Like In your first 12–18 months, you will have: - Built trusted, multi-threaded relationships across your portfolio of health plan customers, reflected in strong customer satisfaction and account health - Delivered consistent retention and renewal results across your book of business - Increased member engagement and program utilization across covered populations through proactive, data-informed recommendations - Established a regular cadence of business reviews and payer-ready reporting that clearly communicates value, outcomes, and cost savings to plan stakeholders - Contributed at least one scalable playbook, process improvement, or best practice adopted across the Health Plans segment ## About You - Bachelor's degree - 6+ years of professional experience working closely with external customers in a Customer Success, Account Management, or client services role in the health plan, payer, or healthcare benefits space - Experience working with or within health plans, with an understanding of how payers evaluate, launch, and manage partner programs - Track record of successfully managing complex, multi-stakeholder relationships and projects to deadline across simultaneous workstreams - Clear, empathetic communication skills, with comfort presenting to plan leadership and executive audiences - Enthusiasm for Carrot's mission and eagerness to become part of a collaborative, dynamic team ### Nice to Have - Existing relationships within national or regional health plans - Familiarity with payer operations such as clinical program integration, network strategy, or utilization and outcomes reporting - Experience with Salesforce or another CRM - Strong analytical, writing, and communication skills with sharp attention to detail - Comfort navigating ambiguity in a growing segment; highly organized, diligent, and self-motivated - Willingness to travel for customer meetings and industry conferences ## Interview Process 1. Recruiter Screen — 30 minutes 2. Hiring Manager Interview — 30–45 minutes 3. Cross-Functional Panel Interviews — 45 minutes 4. Executive Leadership Conversation — 30 minutes 5. Hiring Manager Wrap-Up — 15 minutes
