Senior Private Equity 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.

Were looking for exceptional Customer Success Managers to own and manage portfolios of existing Private Equity Firm customers. This includes ensuring your customers are getting value out of Carta products collaborating closely with sales to drive adoption of additional features and managing customers successfully through the renewal process.

As a PE Firm CSM you will play a critical business role at Carta. You will work with some of our most complex customers to understand their business plans and develop a Carta product adoption roadmap which will enable them to accomplish their desired business outcomes. Using your experience you will collaborate with product sales legal finance marketing and support to drive account strategy solve problems and improve customer engagement and loyalty.

The PE Firm CSM is a new function at Carta - you will be on the front lines of building out our entire post-sales process for Private Equity firms across Cartas complete product set. You will become an expert in how the different parts of our product work together and leverage value generation and strong relationships to enhance customer exposure to broader components of Cartas ERP.

• Strategic Relationship Management: Build deep lasting relationships with key decision-makers and high-level PE stakeholders transforming them into long-term Carta advocates.
• Customer Health & Adoption: Proactively monitor and improve account health engagement and adoption trends by delivering regular data-driven insights and strategic account plans connected to the customers goals.
• Commercial Execution & Negotiation: Secure win-win renewal outcomes and expertly navigate contract negotiations while managing complex commercial escalations.
• Portfolio & Revenue Expansion: Uncover white space opportunities across PE firms broader portfolios strategically influencing cross-sells and upsells to drive clients toward Cartas comprehensive ERP vision for Private Equity.
• Advanced Engagement: Leverage cutting-edge technology and AI tools to transform data into real insights and proactively communicate Cartas evolving value proposition to your book of business..
• Risk Mitigation & Resolution: Act as the primary escalation point for customer issues; marshal internal resources to resolve crises efficiently and proactively mitigate churn risks.
• Cross-Functional Collaboration: Partner closely with R&D and Customer Support teams to synthesize and share client feedback directly influencing the product roadmap.
• Value Maximization & Advocacy: Deeply understand unique client workflows to help them extract maximum value from the platform ultimately activating them as references for prospective clients.

• 5 years of enterprise client-facing experience with a strong preference for backgrounds in Private Equity or Venture Capital.
• A quantitative aptitude and the professional polish required to advisor-sell and present to clients with sophisticated investment knowledge.
• Proven track record of managing strategic account relationships utilizing exceptional communication negotiation and facilitation skills.
• Diplomatic and poised under pressure with a demonstrated ability to navigate difficult conversations and preserve critical client relationships.
• Proactive organized and detail-oriented with a drive to deliver results inspire customer loyalty and drive product adoption.
• Process-driven mindset capable of establishing optimizing and scaling operational processes related to account management.
• Collaborative and cross-functional leader who can seamlessly work across internal teams to drive complex projects to completion.
• Thrives in fast-paced dynamic environments with a high comfort level operating in areas of uncertainty and rapidly self-educating on new domains.
• Tech-forward and efficient with a strong proficiency in leveraging AI tools to optimize workflows analyze data and scale your daily impact.
• An empathetic and persuasive team player possessing the highly-professional interpersonal skills needed to thrive in a high-growth culture.

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

• $153850 - $181000 in San Francisco CA & New York City NY

We are hiring for multiple levels and locations so final offers may vary from the amounts listed based on geography 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.
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