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About the Role
As a Customer Success Manager at Carta, you will own the success and health of a portfolio of clients, primarily private fund managers and the companies they back. You will serve as a trusted advisor and the primary relationship point for clients throughout their journey with Carta.
Responsibilities
- Oversee the full client lifecycle, from onboarding to managing established accounts.
- Drive client satisfaction and engagement by proactively checking health and identifying risks.
- Build and maintain client relationships, acting as a trusted advisor.
- Identify and progress cross-sell and upsell opportunities in partnership with sales.
- Collaborate with legal delivery for smooth onboarding and seamless handoffs.
- Work with marketing and operations on client communications, campaigns, and process improvements.
- Act as the voice of the client internally to influence service design, product prioritization, and go-to-market strategy.
- Leverage CS tooling and AI capabilities to manage portfolios efficiently and personalize engagement.
Requirements
- 5+ years of experience in Customer Success or Account Management, ideally within SaaS or professional/legal services.
- Experience managing a varied book of business, balancing competing priorities, and building trust with sophisticated stakeholders.
- Comfortable managing clients from initial engagement through complex relationships, adapting approach at each stage.
- Ability to work naturally across delivery, sales, marketing, and operations teams.
- Ability to marshal internal resources to get things done for clients and drive commercial outcomes.
- Ability to spot cross-sell and upsell opportunities and partner with sales.
- Outstanding verbal and written communication skills, able to break down complex concepts for any audience.
- High emotional intelligence, able to build rapport quickly and navigate difficult conversations with empathy.
- High tolerance for ambiguity and adaptability, thriving in fast-paced, evolving environments.
- Genuine curiosity to understand client businesses and add value.
- Experience with CS tools and/or AI in practice.
- Prior experience in the legal industry is a significant advantage.
- Prior experience in private markets is a significant advantage.
Skills
- Customer Success
- Account Management
- SaaS
- Professional Services
- Legal Services
- Client Lifecycle Management
- Relationship Building
- Cross-functional Collaboration
- Commercial Acumen
- Sales Partnership
- Communication Skills
- Emotional Intelligence
- Adaptability
- Problem-Solving
- AI Tools
- CS Tools
Location
- London
- Denmark
Work Type
- Full-time
Experience Level
- 5+ years
About the Company
- Carta is the connected platform and AI-native ecosystem for private capital, replacing fragmented tools with a single system of record.
- Carta brings together software, services, and legal infrastructure for founders, fund managers, and legal teams.
- Trusted by 55,000 companies and 1.8M+ equity holders in 160+ countries, and 10,000 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.
- Carta’s London and Denmark locations are a product of our 2022 acquisitions of Capdesk and Vauban.
- Operating as one global Carta entity, U.K. and Denmark locations will enhance the Carta platform with Capdesk and Vauban as proprietary products.
Equal Opportunity
- 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.
- For information on our data privacy policies, see Privacy, CA Candidate Privacy, and Brazil Transparency Report.
- All official communications from us will come from an @carta.com or @carta-external.com domain. Report any contact from unapproved domains to security@carta.com.