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About the Role
As a Strategic Customer Success Manager, you will own our most important client relationships, managing high-value accounts with a high-touch model, building senior partnerships with PE decision-makers, and driving retention and expansion to achieve $100M ARR.
Responsibilities
- Manage a portfolio of high-value accounts ($250k+ ARR) with a high-touch coverage model, acting as the primary relationship point for senior PE stakeholders, GCs, and executive teams.
- Build deep, trusted relationships with PE decision-makers, positioning Carta Law as a strategic partner.
- Lead Quarterly Business Reviews with executive stakeholders, presenting ROI, strategic value, and roadmap alignment.
- Partner with Account Executives on upsell, cross-sell, and late-stage sales cycles, identifying whitespace and converting commercial conversations into revenue.
- Serve as the escalation point for accounts across legal delivery, finance, sales, and product, resolving complex issues.
- Coordinate monthly data packs for accounts, tracking NDR, retention rate, and expansion trends.
- Act as the voice of clients internally, synthesizing relationship intelligence, feedback, and usage signals to influence service design and product roadmap.
- Drive gross dollar retention and net dollar retention across the portfolio.
Requirements
- 5+ years of experience in Customer Success, Account Management, or a senior client-facing role within SaaS or professional/legal services.
- Proven ability to manage senior stakeholder relationships.
- Strong commercial instincts.
- Experience leading executive-level business reviews.
- Full lifecycle ownership experience.
- Outstanding verbal and written communication skills.
- Data fluency, tracking NDR, GDR, and expansion signals.
- High emotional intelligence.
- Prior experience in the legal industry or private markets is a significant advantage.
- Familiarity with venture capital, private equity, or fund operations is beneficial.
Skills
- Customer Success
- Account Management
- SaaS
- Professional Services
- Legal Services
- Relationship Management
- Commercial Acumen
- Executive Business Reviews
- Client Lifecycle Management
- Communication
- Data Analysis
- Emotional Intelligence
- Legal Industry Knowledge
- Private Markets Knowledge
- Venture Capital
- Private Equity
- Fund Operations
Work Type
- Flexible working arrangements
Experience Level
- Senior
Salary/Compensations
- Competitive base salary with performance-linked bonus (tied to GDR, NDR, and account expansion)
Benefits
- Equity in Carta
- Private health insurance
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 Law is the world's largest AI-native legal services platform, rebuilding how legal work is structured, delivered and scaled.
- Carta Law combines deep legal expertise with proprietary AI infrastructure to serve leading venture-backed companies, founders, and investors.
- Carta Law operates at the intersection of venture financing, software and AI, scaling across the Americas, London and APAC.
- A dedicated team of R&D and product engineers works alongside lawyers to build the future of legal services.
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.