Senior Customer Success Manager II

The Company Youll Join

Carta connects founders investors and limited partners through world-class software purpose-built for everyone in venture capital private equity and private credit. Trusted by 65000 companies in 160 countries Cartas platform of software and services lays the groundwork so you can build invest and scale with confidence.

Cartas Fund Administration platform supports 9000 funds and SPVs representing nearly $185B in assets under management with tools designed to enhance the strategic impact of fund CFOs. Recognized by Fortune Forbes Fast Company Inc. and Great Places to Work Carta is shaping the future of private market infrastructure.

Together Carta is creating the end-to-end ERP platform for private markets. Traditional ERP solutions dont work for Private Funds. Private capital markets need a comprehensive software solution to replace outdated spreadsheets and fragmented service providers. Cartas software for the Office of the Fund CFO does just that - its a new category of software to make private markets look more like public markets - a connected ERP for private capital.

For more information about our offices and culture check out our Carta careers page.

The Team Youll Work With

The Enterprise Customer Success team here at Carta is our most advanced relationship management team focused on liquidity NDR and customer satisfaction. We manage the top 1% of our private customers with more mature cap tables and complex account configurations. This team is hyper-focused on the health of these valuable customers and is purely dedicated to their success.

The Problems Youll Solve

• Own the success and health of your assigned clients by developing strategies aimed to increase engagement and mitigate churn
• Become a trusted advisor; develop deep relationships with our most strategic customers by delivering value sharing best practices and acting as the voice of customer internally
• Drive product adoption and usage of Carta throughout the customer journey
• Lead discovery around private liquidity and IPO advisory to ensure clients are aware of and engaged with our service offerings
• Drive retention and growth among our most valuable customers by understanding their business needs and working with them to develop strategic accounts plans designed to help them succeed
• Maintain a regular cadence of communication with customers; share insights about their adoption trends engagement overall health and sentiment
• Marshall resources internally as needed to resolve customer issues; proactively identify areas of risk and develop plans to address these needs
• Collaborate with R&D and Customer Support teams to resolve issues and share customer feedback in an ongoing effort to improve our product
• Leverage technology to proactively engage with customers at scale regarding Cartas value and upcoming renewals
• Use the above to identify liquidity opportunities aligned with the customers life cycle and collaborate with cross-functional teams to engage the customer with our services

The Impact Youll Have

By building strong relationships with our Late Stage Private customers you will be helping to secure our future pipeline for private and public liquidity opportunities and drive strategic value for a key segment of Carta customers.

About You

Were looking for customer-centric organized professionals who know how to work in a dynamic environment with multiple priorities. Cross-departmental collaboration and communication is critical to success in the role and efficient time management is essential as addition were prioritizing:

• Strong verbal and written communicator who can break down complex concepts
• Experienced negotiator with high EQ who has managed large renewals working with procurement teams procurement vendors and finance professionals
• Proven ability to build and manage relationships preferably in a SaaS environment balancing the client and Carta goals
• Diplomacy tact and poise under pressure and a high tolerance for ambiguity
• Prior experience working in venture capital or private equity space is a plus
• Experience working with any customer success platforms such as Gainsight Catalyst Client Success or Churn Zero
• Problem solver with a growth mindset who is proactive action-oriented and attentive to detail
• Adaptability in the midst of shifting priorities
• Exposure to complex product offerings is a plus
• Willingness to take CEP exams if not already certified

Salary

Cartas compensation package includes a market competitive salary equity for all full time roles exceptional benefits and for applicable roles commissions plans. Our minimum cash compensation (salary commission if applicable) range for this role is:

• Up to $139200 - $174000 in New York City NY

Final offers may vary from the amount listed based on geography candidate experience and expertise and other factors.

Disclosures:

• We are an equal opportunity employer and are committed to providing a positive interview experience for every candidate. If accommodations due to a disability or medical condition are needed please connect with the talent partner via email.
• Carta uses E-Verify in the United States for employment authorization. See the E-Verify and Department of Justice websites for more details.
• For information on our data privacy policies seePrivacyCA Candidate Privacy and Brazil Transparency Report.
• Please note that all official communications from us will come from an @ or @ domain. Report any contact from unapproved domains to