Customer Success Manager

Carta is the connected platform and AI-native ecosystem for private capital. Built to replace fragmented tools with a single system of record Carta brings together the software services and legal infrastructure that founders use to manage equity fund managers use to run administration and reporting and legal teams use to close transactions. Trusted by 55000 companies and 1.8M equity holders in 160 countries and 10000 funds and SPVs representing $250B in assets under management Carta is transforming how private capital operates. Recognized by Fortune Forbes Fast Company Inc. and Great Places to Work.

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

At Carta our employees set out on a mission to unlock the power of equity ownership for more people in more places. We believe that the problems we solve today unlock the opportunities of tomorrow. As a Customer Success Manager youll work to own the success and health of a portfolio of clients - primarily private fund managers and the companies they back. Youll be a trusted advisor and the primary relationship point for your clients throughout their entire journey with us.

Specifically youll:

• Oversee the full client lifecycle - from onboarding new clients in partnership with our legal delivery team to managing and deepening relationships with large established accounts.
• Drive client satisfaction and engagement proactively checking in on health identifying risks early and developing strategies to address them before they escalate.
• Build new relationships and maintain existing ones establishing yourself as a trusted advisor who understands each clients business structure and long-term goals.
• Identify and progress cross-sell and upsell opportunities in close partnership with sales translating client needs into commercial conversations that benefit both the client and Carta Law.
• Collaborate with legal delivery to ensure smooth onboarding experiences and seamless handoffs acting as the connective tissue between clients and internal teams.
• Work with marketing and operations on client communications campaigns feedback loops and process improvements that improve the client experience at scale.
• Act as the voice of the client internally - synthesising feedback usage signals and relationship intelligence to influence service design product prioritisation and go-to-market strategy.
• Leverage CS tooling and emerging AI capabilities to manage your portfolio efficiently track account health log activity and personalise engagement at scale.

Youll be joining our Carta Law Customer Success team. Our team manages the full client lifecycle - from welcoming new clients through onboarding to building deep lasting relationships with established fund managers and their legal teams.

We sit at the intersection of legal delivery commercial strategy and operations. Day-to-day we partner closely with our legal delivery team sales marketing and operations to ensure clients get maximum value from Carta Law and that were well-positioned to grow with them over time. Were building the gold standard for client success in the AI-powered legal services space and youll have a meaningful hand in shaping what that looks like.

Cartas London and Denmark locations are a product of our 2022 acquisitions of Capdesk and Vauban. Now operating as one global Carta entity our U.K. and Denmark locations will enhance the Carta platform with Capdesk and Vauban as proprietary the links to read more about the acquisition of Capdesk from Carta and Vauban from Carta

Were looking for a client-focused commercially aware professional who thrives in a fast-paced high-ambiguity environment. You bring genuine curiosity to every client conversation and you have the emotional intelligence to build trust quickly across a range of stakeholders. Youre a clear confident communicator who can translate complexity into clarity whether youre speaking with a first-time fund manager or a seasoned GC.

Specifically were looking for:

• 5 years of experience in Customer Success or Account Management ideally within SaaS or professional/legal services. You know how to manage a varied book of business balance competing priorities and build trust with sophisticated stakeholders.
• Full lifecycle client ownership. Youre comfortable managing clients from day one through to mature complex relationships - and you know how to adapt your approach at each stage.
• Cross-functional collaboration. You work naturally across delivery sales marketing and operations teams. You know how to marshal internal resources to get things done for clients and push the right levers to drive commercial outcomes.
• Strong commercial instincts. You spot cross-sell and upsell opportunities organically through client conversations and know how to partner with sales to take them forward.
• Outstanding verbal and written communication skills. You can break down complex legal financial or operational concepts for any audience. You write clearly speak with confidence and know how to tailor your message.
• High emotional intelligence. You read rooms well build rapport quickly and know how to navigate difficult conversations with empathy and professionalism.
• High tolerance for ambiguity and adaptability. You thrive in a high-paced evolving environment where priorities can shift quickly. You view ambiguity as an opportunity rather than a blocker and you bring structure and calm where others might struggle.
• Genuine curiosity. You ask good questions. You want to understand how your clients businesses actually work and you use that understanding to add real value.
• Experience with CS tools and/or AI in practice. Youre comfortable using CS platforms and youre either already using AI tools to work smarter or youre eager to.
• Prior experience in the legal industry is a significant advantage. Whether youve worked at a law firm a legal tech company or within an in-house legal function that context will help you hit the ground running.
• Prior experience in private markets is a significant advantage. Familiarity with venture capital private equity or fund operations gives you an immediate leg up in understanding our clients world.

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