Sr. Implementation Manager

Sr. Implementation Manager

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.

Carrot is seeking a Sr. Implementation Manager who serves as the unequivocal owner of the end-to-end implementation experience for our most complex and strategic customers. This role is accountable for driving every aspect of a successful launch - owning the plan, timeline, details and ultimately the customer's confidence in bringing Carrot's benefit to their employees.

As a Sr. Implementation Manager, you'll lead customers and key stakeholders through a seamless, highly coordinated onboarding experience that reflects Carrot's commitment to excellence and care. You'll proactively design and manage implementation plans, anticipate challenges before they arise and ensure every milestone and deliverable is executed with precision. Your goal is not just to launch on time, but to deliver an exceptional experience that leaves customers informed, confident, and genuinely excited to launch the Carrot benefit to employees.

In this role, you'll partner closely with cross-functional internal teams and external partners, acting as the central point of accountability for implementation success. This includes coordinating dependencies, maintaining rigorous attention to detail, monitoring risk, and developing mitigation plans to keep projects on track. You will communicate clearly and consistently, ensuring stakeholders always understand status, next steps, and potential risks, without needing to ask.

Beyond your own book of business, you'll play an active role in shaping how the Implementation team operates and grows. This includes leading process improvement initiatives that drive greater efficiency, consistency, and scalability across the team, as well as contributing to the development and enablement of Implementation team members.

We're looking for a strategy-minded, customer-first self-starter who takes pride in ownership and follow-through. You thrive in fast-paced environments, operate with a high degree of accountability, and take initiative to move work forward without waiting for direction. You bring a proactive, detail-oriented approach to your work and are energized by delivering a best-in-class customer experience in support of Carrot's mission of fertility care for all.

What You'll Own

In this role, you will:

• Own the end-to-end implementation of Carrot benefits across industries for multiple new customers and existing customer expansions, with a focus on complex, high-visibility, and enterprise accounts, ensuring alignment with customer goals and Carrot's delivery standards.
• Define project scope, timelines, and drive to timely completion with a high degree of rigor and precision.
• Manage project execution, including resource coordination, proactive risk mitigation, and consistent stakeholder communication throughout all phases of the implementation.
• Maintain detailed project documentation and adhere to processes and procedures.
• Stay current on product functionality to act as a knowledgeable guide during implementations.
• Lead and contribute to process improvement and operational scalability initiatives that increase team efficiency, strengthen consistency, and enhance the customer experience as Carrot grows.
• Support the training and enablement of Implementation team members, sharing knowledge and expertise to support team development and ramp.

What Success Looks Like

In your first 12–18 months, you will have:

• Successfully launched a full portfolio of implementations on time and to a high standard of quality, earning strong CSAT and Customer Pulse scores from new customers.
• Developed fluency in Carrot's full product suite, internal workflows, and implementation methodology, enabling you to navigate complex customer scenarios with confidence.
• Built strong cross-functional relationships that allow you to move quickly and effectively on behalf of customers.
• Contributed meaningfully to at least one process improvement initiative that improved team efficiency or the customer experience.
• Established yourself as a trusted senior voice on the Implementation team, actively supporting teammates and contributing to a culture of excellence.

About You

You likely have:

• Bachelor's degree.
• 7+ years of experience in a customer-facing role such as onboarding, training, implementation, project management, or customer success in a high-growth digital health environment.
• Demonstrated experience managing complex and/or enterprise-level implementations with multiple stakeholders and workstreams.
• Experience with customers in the public sector, health plan and/or Taft-Hartley industry.
• Enthusiasm for Carrot Fertility's mission and eagerness to become a part of our collaborative, friendly, and dynamic team.
• Exceptional project management skills and ability to collaborate across multiple internal and external stakeholders, including technical teams, Sales, Product and beyond.
• Exceptional communication, facilitation, and stakeholder management skills.
• Excellent facilitation, organizational, and problem-solving skills with a proactive, solutions-oriented mindset.
• Proficiency with project management tools (e.g., Jira, Asana, Confluence, Highspot) and CRM (Salesforce, Front)
• PMP, CAPM, PMI-ACP, or other relevant certifications are a plus.

Nice to Have

While not required, we would be especially excited if you bring:

• Experience in healthcare, employer benefits, digital health, or a related industry.
• Experience operating in a fast-paced, high-growth, or startup environment
• Proven ability to take initiative, manage ambiguity, and build scalable processes
• Continuous improvement mindset and a track record of shaping best practices on a growing Implementation team
• Experience supporting the training or ramp of peers or junior team members
• Demonstrated ability to influence cross-functional stakeholders and drive alignment without direct authority

Why This Role Matters

Implementation is the moment that defines a customer's first impression of Carrot. When it goes well—when customers feel heard, supported, and set up for success—it builds the trust that sustains long-term partnerships and opens the door to expanded engagement. The Sr. Implementation Manager is central to making that happen.

Every customer that launches on Carrot is a step toward expanding access to fertility and family-building care for employees who need it most. This role matters because the people on the other end of every implementation are navigating fertility journeys, family-forming decisions, and some of the most personal moments of their lives. Getting the implementation right means they have access to the care they deserve from day one.

This is an opportunity to do senior-level, high-impact work at a mission-driven company that is changing healthcare. You will contribute not only to the success of individual customers but to the operational foundation that allows Carrot to scale its impact globally.

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 — 45 minutes
3. Cross-Functional Panel Interviews — 45 minutes
4. Executive Leadership Conversation — 30 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