[Remote] Director, Customer Success

Note: The job is a remote job and is open to candidates in USA. Carrot is a global, comprehensive fertility and family care platform, supporting members and their families through many of life's most memorable moments. They are seeking a Director, Customer Success to lead their Strategic Customer Success function, focusing on driving long-term customer value and engagement across complex enterprise customers. This leadership role involves shaping strategy, fostering relationships, and ensuring measurable business outcomes for strategic accounts.ResponsibilitiesLead, coach, and develop a team of Senior Customer Success Executives and Customer Success Executives responsible for Carrot’s most strategic enterprise accountsDefine and execute a customer success strategy focused on retention, expansion, adoption, and long-term customer healthBuild strong executive-level relationships with customer stakeholders and serve as an executive sponsor for key strategic accountsDrive customer engagement strategies that increase value realization, member adoption, and measurable business impactPartner cross-functionally with Product, Sales, Marketing, Operations, and other internal stakeholders to ensure a seamless and high-impact customer experienceLeverage customer health metrics, renewal data, adoption insights, and feedback trends to proactively identify risks and growth opportunitiesEstablish scalable operational processes and best practices across strategic account management, QBRs, renewals, and customer planningInfluence product strategy and innovation by representing the voice of the customer internallyPartner with Customer Success leadership on organizational planning, segmentation strategy, team structure, and long-term scaling initiativesFoster a culture of accountability, collaboration, continuous improvement, and customer obsession across the teamSkillsA Bachelor's DegreeThe ability to travel to clients about 5 business days per quarter8+ years of experience in Customer Success, Strategic Account Management, Consulting, or other customer-facing leadership roles3+ years of people management experience leading and developing high-performing customer-facing teamsA proven track record in managing and growing large-scale strategic enterprise accounts, ideally supporting customers with populations of 20,000+ livesExperience in B2B SaaS, healthcare technology, benefits, or other highly consultative environmentsStrong executive communication, relationship-building, and stakeholder management skillsExperience driving retention, expansion, customer adoption, and value realization initiativesStrong analytical and operational skills with the ability to leverage customer data and business metrics to guide decision-makingDemonstrated success operating cross-functionally and influencing senior stakeholdersComfort navigating fast-paced, high-growth environments where strategy and execution happen simultaneouslyExperience supporting enterprise HR, benefits, healthcare, or people-focused customer organizationsExperience working within fertility, digital health, healthcare benefits, or broader health tech industriesExperience scaling or transforming Customer Success organizations within high-growth companiesFamiliarity with customer success platforms, health scoring methodologies, and enterprise renewal strategiesBenefitsCompetitive 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.Carrot offers a holistic Total Rewards package designed to support employees in all aspects of 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 more.Company OverviewCarrot is a healthcare center that offers fertility care services. It was founded in 2016, and is headquartered in Sacramento, California, USA, with a workforce of 501-1000 employees. Its website is https://www.get-carrot.com.