Customer Success Executive, Taft-Hartley Labor at Carrot (Remote)

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 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 Business 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 Taft-Hartley and Labor segment, one of Carrot's fastest-growing channels. You will partner with multiemployer benefit funds, serving as the primary point of contact for fund administrators, boards of trustees, and their consultants to ensure Carrot becomes a valued, ongoing part of their benefits offering. 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 fund stakeholders, clearly communicate the value of Carrot's offerings in trustee-ready formats, and respond proactively to customer questions and requests while navigating the governance and decision-making rhythms unique to the labor market. As the first Customer Success Executive dedicated to this segment, you will shape how Carrot supports Taft-Hartley customers, building 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 Taft-Hartley and labor accounts, serving as the primary point of contact and trusted advisor to fund administrators, trustees, and benefits consultants * Drive retention and renewal outcomes across your book of business, proactively identifying risks and building action plans that account for trustee approval cycles and fund governance * Increase member engagement and program utilization among union member populations through data-informed recommendations and a regular cadence of business reviews * Present program value and outcomes to boards of trustees, benefit committees, and fund consultants through clear storytelling, reporting, and executive-ready presentations * Partner cross-functionally with Labor Sales, Implementation, Product, Legal & Compliance, and Member Success to deliver a seamless customer experience * Identify and support expansion opportunities within existing funds in partnership with the Labor Sales team * Build the customer success playbooks, processes, and best practices for the Taft-Hartley segment as its first dedicated Customer Success hire What Success Looks Like 📈 In your first 12–18 months, you will have: * Built trusted, multi-threaded relationships across your portfolio of funds, including administrators, trustees, and consultants, 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 among union member populations through proactive, data-informed recommendations * Established a regular cadence of business reviews and trustee-ready reporting that clearly communicates value and outcomes to fund stakeholders * Created the foundational playbook for supporting Taft-Hartley customers that scales as the segment grows About You ✨ You likely have: * A 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 benefits, health plan, or healthcare space * Experience working with Taft-Hartley plans, unions, or multiemployer benefit funds, with an understanding of trustee governance and how benefits decisions are made * A track record of successfully managing complex, multi-stakeholder relationships and projects to deadline across simultaneous workstreams * Clear, empathetic communication skills, with comfort presenting to boards of trustees and executive audiences * Enthusiasm 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 with fund administrators, third-party administrators (TPAs), or benefits consultants serving the labor market * Familiarity with collective bargaining cycles and multiemployer fund operations * Experience with Salesforce or another CRM, managing tasks efficiently in a dynamic environment * Strong analytical, writing, and communication skills with sharp attention to detail * Comfort navigating ambiguity in a newly formed segment; highly organized, diligent, and self-motivated * Willingness to travel for trustee meetings and industry conferences (e.g., IFEBP) Why This Role Matters 🧡 The Taft-Hartley and Labor channel is a strategic growth priority for Carrot, and the trust of this market is earned fund by fund. Trustees and consultants talk to one another, and a strong reference from one fund opens doors across the segment. This role is the steward of those relationships, translating Carrot's clinical program and platform into measurable value for funds and the union members they serve. Every renewed partnership and every increase in member engagement means more working families can access fertility and family-building care. This role sits at the center of that impact, connecting customer outcomes in a historically underserved 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: 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 Throughout the process, we will share additional context about the team, business 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: [email protected] 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 Place 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 Business Review, and more. Learn more at carrotfertility.com.

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