Customer Success Executive, Health Plans

mily 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 several top-tier awards, including Fast Company's 'Most Innovative Companies' and CNBC's '100 Barrier Breaking Startups'. The company is regularly cited by leading global outlets — including The Economist, Bloomberg, The Wall Street Journal, NPR, ABC News, and Harvard Review — as a leading voice on digital health, the future of work, and family health. Learn more at get-carrot.com. 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. As a Customer Success Executive dedicated to this segment, you will help shape how Carrot supports health plan customers, contributing to the playbooks and best practices that will scale as the channel grows, and playing a vital role in the growth and collaboration of our Customer Success team. What You’ll Own In this role, you will: Own a portfolio of health plan accounts, serving as the primary point of contact and trusted advisor to plan account, product, and clinical stakeholdersDrive retention and renewal outcomes across your book of , proactively identifying risks and building action plans that account for payer procurement and renewal cyclesIncrease member engagement and program utilization across covered populations through data-informed recommendations and a regular cadence of reviewsPresent program value, outcomes, and cost-savings data to health plan leadership through clear storytelling, reporting, and executive-ready presentationsPartner cross-functionally with Health Plan Sales, Implementation, Intelligence, Legal & Compliance, and Member Success to deliver a seamless customer experienceIdentify and support expansion opportunities within existing health plan relationships, including new lines of and new populations, in partnership with the Health Plan Sales teamContribute 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 healthDelivered consistent retention and renewal results across your book ofIncreased member engagement and program utilization across covered populations through proactive, data-informed recommendationsEstablished a regular cadence of reviews and payer-ready reporting that clearly communicates value, outcomes, and cost savings to plan stakeholdersContributed at least one scalable playbook, process improvement, or best practice adopted across the Health Plans segment About You ✨ You likely have: A Bachelor's degree6+ 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 spaceExperience working with or within health plans, with an understanding of how payers evaluate, launch, and manage partner programsA track record of successfully managing complex, multi-stakeholder relationships and projects to deadline across simultaneous workstreamsClear, empathetic communication skills, with comfort presenting to plan leadership and executive audiencesEnthusiasm for Carrot's mission and eagerness to become part of a collaborative, friendly, and dynamic team Nice to Have ⭐ While not required, we would be especially excited if you bring: Existing relationships within national or regional health plansFamiliarity with payer operations such as clinical program integration, network strategy, or utilization and outcomes reportingExperience with Salesforce or another CRM, managing tasks efficiently in a dynamic environmentStrong analytical, writing, and communication skills with sharp attention to detailComfort navigating ambiguity in a growing segment; highly organized, diligent, and self-motivatedWillingness to travel for customer meetings and industry conferences Why This Role Matters Health plans are one of Carrot's most strategic channels: a single plan relationship can extend Carrot's care to entire covered populations, and Carrot's reputation in the payer market is earned account by account. The Customer Success Executive is the steward of these relationships, translating Carrot's clinical program and platform into measurable value for plans and the members they serve. Every renewed partnership and every increase in member engagement means more people can access fertility and family-building care at scale. This role sits at the center of that impact, connecting customer outcomes in the payer market to Carrot's mission of providing care for everyone, everywhere. Interview Process We believe in a thoughtful and transparent interview process designed to create alignment for both candidates and our team. For this role, candidates can expect: Recruiter Screen — 30 minutesHiring Manager Interview — 30–45 minutesCross-Functional Panel Interviews — 45 minutesExecutive Leadership Conversation — 30 minutesHiring Manager Wrap-Up — 15 minutes Throughout the process, we will additional context about the team, priorities, customer landscape, and what success looks like in this role. Why Candidates Join Carrot Carrot offers the opportunity to do meaningful work in service of a deeply human mission. Highlights include: A mission-driven company focused on expanding access to fertility and family-forming care globally.A high-growth environment where leaders are empowered to shape strategy and drive impact.Competitive compensation, equity, and comprehensive benefits.Flexible Time Off and a culture that actively encourages employees to recharge.Comprehensive parental leave and family-forming benefits.A collaborative, inclusive, and values-driven culture.The opportunity to work alongside passionate, thoughtful teammates committed to improving healthcare outcomes worldwide. Compensation: Carrot offers a 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, retirement savings plans, short- and long-term incentives, parental leave, family-forming assistance, and a competitive compensation package. The starting base salary for this position will range from $108,000-$130,000. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience. Fraud and Security Notice: Please note that all communication regarding job opportunities at Carrot will come exclusively from an @get-carrot.com email address. If you receive messages from any other domain, please disregard them and report the incident to: securityreporting@get-carrot.com A Note on AI At Carrot, we believe AI can help us work smarter, move faster, and create more meaningful experiences for our members, customers, and each other. While not every role requires deep technical AI expertise, we value people who are curious, eager to learn, and excited to thoughtfully incorporate AI into their day-to-day work. For some roles, AI fluency is a core requirement—and we'll call that out clearly in the qualifications. For everyone else, we're looking for people who embrace new ways of working, use AI responsibly to improve quality and efficiency, and continue to learn as the technology evolves. Why Carrot? Carrot has received national and international recognition for its pioneering work, including Fast Company's Most Innovative Companies and World Changing Ideas, Inc. Power Partners, and Modern Healthcare’s Innovators. Carrot’s global workforce has been acknowledged with several accolades, including Fortune’s Best Workplaces in Healthcare, Great to Work, and Age-Friendly Employer certifications. Carrot is regularly featured in media reporting on issues related to the future of work, women in leadership, and healthcare innovation, including MSNBC, The Economist, Bloomberg, The Wall Street Journal, CNBC, National Public Radio, Harvard Review, and more. Learn more at carrotfertility.com. Skills: Customer Support & Success