Provide onboarding support to new members in both the B2C and B2B spaces, minimizing their time to value on our platform.
Proactively monitor customer health signals and run save conversations with at-risk accounts before they reach the cancellation stage.
Identify and flag expansion opportunities to the Sales team when your customers are set up to grow.
Surface meaningful customer feedback to Product and leadership — not just themes, but the context and evidence that actually drives decisions.
Improve the systems you inherit — updating playbooks, maintaining documentation, and proposing workflow changes that make the whole team better.
Build genuine, long-term relationships with your customers — they should hear from you when things are going well, not just when something's wrong.

2+ years of experience in customer success, account management, or a similar customer-facing role.
A self-starter who doesn't just follow processes — you spot friction, suggest fixes, and help make things better.
Exceptional verbal, written, and presentation skills — you can adapt your communication style whether you're coaching a first-time user or navigating a tough conversation with a frustrated investor.
Proven ability to inspire, coach, and motivate customers to get real results from a product.
Comfortable with difficult conversations — pricing concerns, feature gaps, at-risk accounts — handled with empathy and professionalism.
Experience with HubSpot or similar CRM tools; you use them to manage your book strategically, not just log notes.
Familiarity with AI tools and an eagerness to use them to work smarter.
Strong understanding of SEO, digital marketing, and lead generation — or the drive to get there fast.
Knowledge of 3rd party integrations such as CRMs and domain hosts.
Ability to thrive independently in a fully remote environment while being a genuine team player.
Deep empathy for customer success — you take it a little personally when your customers aren't winning, and that's exactly who we want.

Paid Time Off: 3 weeks of vacation time + 1 week of personal leave + 11 paid holidays each year.
Health Insurance: We’ll cover 75% of the total cost (including dependents) for any of our health, dental, vision, & life insurance plans.
Fully Remote & Flexible: As long as you’re legally authorized to work in the U.S. and have a U.S. mailing address, we don’t care where you work from!
401(k): You'll be eligible to open your 401(k) and being employee contributions immediately upon being hire; employer contributions (currently 1%) will take effect after 6 months of employment.
Home Office Setup: Snag a new computer on us and receive a yearly stipend to set up your home office.
Personal Development Stipend: We’ll provide a dedicated budget for courses, training, or conference that will help you improve in your role.
Fitness Stipend: Let us foot the bill for your gym membership or home workout equipment.
Yearly Charitable Contribution: Each year we’ll donate $500 in your name to a non-profit or charity that you’re passionate about.
Free Books: Carrot will gladly buy you one book each month that will help you grow personally or professionally, all you have to do is ask!
Paid Parental Leave: Take up to 6 paid weeks off to enjoy your new little one!

Customer Success Manager

Key skills