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About the Role
As Onboarding Lead, you will own the critical first six months of the client journey, ensuring a smooth transition from sales to long-term partnership. Your role is vital in converting booked revenue into retained income and setting clients up for sustained success.
Responsibilities
- Own the onboarding journey from signed contract through to Customer Success Manager (CSM) handoff, acting as the single accountable point for client experience during implementation.
- Project-manage each implementation, defining timelines, setting milestones, coordinating internal teams, and keeping onboardings on track.
- Act as the primary client contact throughout onboarding, resolving questions quickly, maintaining momentum, and building trust.
- Collaborate with Account Executives at handoff to understand client expectations, sales commitments, and necessary pricing adjustments.
- Identify and escalate blockers early to proactively manage risk and prevent impact on client sentiment or timelines.
- Conduct formal, structured handoffs to the CSM team, delivering a complete account brief.
- Track and report on time-to-revenue, milestone completion rate, and CSAT throughout each onboarding, using data to improve the process.
- Contribute to playbook development by sharing learnings to enhance team onboarding practices.
Requirements
- 3+ years of experience in client onboarding, implementation, or project management within SaaS, professional services, or a related field.
- Ability to manage complex, multi-stakeholder projects to a deadline.
- Full ownership mindset and comfort with being the single point of accountability during onboarding.
- Strong client communication skills, including proactive communication, setting clear expectations, and handling difficult conversations professionally.
- Exceptional project management skills to track multiple onboardings simultaneously without losing detail.
- Collaborative approach, working effectively across AE, legal delivery, and CSM teams.
- Commercial awareness, understanding the link between smooth onboarding and long-term client retention and revenue.
- High adaptability to client contexts while maintaining process consistency.
- Data-driven approach, tracking key metrics to improve processes.
- Prior experience in legal services or private markets is a significant advantage.
- Familiarity with venture capital, private equity, or fund operations is beneficial.
Skills
- Project Management
- Client Communication
- Client Onboarding
- Implementation Management
- SaaS
- Professional Services
- Relationship Building
- Collaboration
- Commercial Awareness
- Adaptability
- Data Analysis
Location
- New Jersey
- New York
Work Type
- Full-time
Experience Level
- Mid-level
Salary/Compensations
- $109,820 to $122,740 in New Jersey
- $129,200 to $144,400 in New York
Benefits
- Equity for all full-time roles
- Exceptional benefits
- Commissions plans (for applicable roles)
About the Company
- Carta is the connected platform and AI-native ecosystem for private capital, designed to replace fragmented tools with a single system of record.
- Carta provides software, services, and legal infrastructure for managing equity, fund administration, reporting, and transaction closings.
- 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 and has been recognized by Fortune, Forbes, Fast Company, Inc. and Great Places to Work.
- Carta's U.K. and Denmark locations were enhanced by the 2022 acquisitions of Capdesk and Vauban, integrating their proprietary products into the Carta platform.
- At Carta, employees are builders creating infrastructure that accelerates innovation and empowers more ownership.
- Cartans are helpful, relentless, unconventional, and kind, embodying Carta's Identity Traits.
- Employees work collaboratively and cross-functionally to challenge the status quo and create more owners in the private markets.
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.
- Official communications from Carta will come from an @carta.com or @carta-external.com domain.