Customer Success Manager

About The Company Carrot is a fully remote, bootstrapped SaaS company with over a decade of experience in helping real estate and home services professionals grow their businesses online. Recognized four times on the Inc. 5000 list, Carrot has established itself as a profitable leader in the industry, serving thousands of customers across the United States. Our mission is to empower small businesses to reach their full potential by providing innovative lead generation, CRM, and content marketing tools that cut through online clutter. We are passionate about creating a positive impact on our communities and fostering a company culture rooted in core values such as customer-centricity, innovation, and continuous improvement. About The Role The Customer Success Manager at Carrot is a vital member of our team, serving as the primary point of contact for our members. This role involves building strong, long-term relationships with customers by helping them maximize the value of our platform. You will work directly with clients to ensure they achieve tangible results such as generating leads, improving SEO, and optimizing their websites for business growth. Success in this role is measured by your ability to onboard new customers efficiently, proactively monitor customer health, identify expansion opportunities, and advocate for customer needs within our organization. You will be instrumental in reducing churn, enhancing customer satisfaction, and contributing to the continuous improvement of our customer success processes. Qualifications

• 2+ years of experience in customer success, account management, or a similar customer-facing role
• Strong communication skills, both verbal and written, with the ability to adapt to different audiences
• Proven ability to inspire, coach, and motivate customers to achieve results
• Experience with CRM tools such as HubSpot or similar platforms
• Comfortable handling difficult conversations with empathy and professionalism
• Familiarity with AI tools and a willingness to leverage them for efficiency
• Solid understanding of SEO, digital marketing, and lead generation strategies
• Knowledge of third-party integrations like CRMs and domain hosting services
• Self-starter attitude with the ability to thrive independently in a remote environment
• Deep empathy for customer success and a genuine passion for helping clients succeed

Responsibilities

• Provide onboarding support to new customers in both B2C and B2B segments, ensuring quick time-to-value
• Proactively monitor customer health signals to identify at-risk accounts and engage in save conversations before churn occurs
• Identify and communicate expansion opportunities to the sales team for account growth
• Gather and surface meaningful customer feedback to product and leadership teams to inform improvements
• Maintain and update playbooks, documentation, and workflows to enhance team efficiency
• Build and nurture genuine, long-term relationships with customers, maintaining regular contact and support
• Assist customers in optimizing their use of the platform to achieve their business goals
• Collaborate with internal teams to improve processes and customer experience initiatives

Benefits

• Paid Time Off: 3 weeks of vacation, 1 week of personal leave, and 11 paid holidays annually
• Health Insurance: Coverage of 75% of premiums for health, dental, vision, and life insurance plans for employees and dependents
• Fully Remote & Flexible Work Environment: Work from anywhere in the U.S. with flexible scheduling
• 401(k) Retirement Plan: Immediate eligibility for employee contributions and employer matching after 6 months
• Home Office Setup: Company-provided computer and yearly stipend for home office equipment
• Personal Development Stipend: Budget allocated for courses, training, or conferences to support professional growth
• Fitness Stipend: Reimbursement for gym memberships or home workout equipment
• Charitable Contributions: Annual donation of $500 in your name to a charity of your choice
• Books & Learning Resources: Monthly allowance for professional and personal development books
• Paid Parental Leave: Up to 6 weeks of paid leave for new parents

Equal Opportunity Carrot is committed to fostering an inclusive and diverse workplace. We do not discriminate based on race, ethnicity, gender, sexual orientation, age, disability, or any other protected characteristic. We believe that a diverse team enhances our ability to serve our customers and innovate effectively. We welcome applications from all qualified individuals and are dedicated to providing equal opportunities for employment and advancement.