Senior Customer Success Manager II

Senior Customer Success Manager II

Carta connects founders, investors, and limited partners through world-class software, purpose-built for everyone in venture capital, private equity and private credit. Trusted by 65,000+ companies in 160+ countries, Carta's platform of software and services lays the groundwork so you can build, invest, and scale with confidence.

Carta's Fund Administration platform supports 9,000+ funds and SPVs, representing nearly $185B in assets under management, with tools designed to enhance the strategic impact of fund CFOs. Recognized by Fortune, Forbes, Fast Company, Inc. and Great Places to Work, Carta is shaping the future of private market infrastructure.

Together, Carta is creating the end-to-end ERP platform for private markets. Traditional ERP solutions don't work for private funds. Private capital markets need a comprehensive software solution to replace outdated spreadsheets and fragmented service providers. Carta's software for the Office of the Fund CFO does just that - it's a new category of software to make private markets look more like public markets - a connected ERP for private capital.

The Team You'll Work With

The Enterprise Customer Success team here at Carta is our most advanced relationship management team, focused on liquidity, NDR, and customer satisfaction. We manage the top 1% of our private customers, with more mature cap tables and complex account configurations. This team is hyper-focused on the health of these valuable customers, and is purely dedicated to their success.

The Problems You'll Solve

• Own the success and health of your assigned clients by developing strategies aimed to increase engagement and mitigate churn
• Become a trusted advisor; develop deep relationships with our most strategic customers by delivering value, sharing best practices and acting as the voice of customer internally
• Drive product adoption and usage of Carta throughout the customer journey
• Lead discovery around private liquidity and IPO advisory to ensure clients are aware of and engaged with our service offerings
• Drive retention and growth among our most valuable customers by understanding their business needs and working with them to develop strategic accounts plans designed to help them succeed
• Maintain a regular cadence of communication with customers; share insights about their adoption trends, engagement, overall health and sentiment
• Marshall resources internally as needed to resolve customer issues; proactively identify areas of risk and develop plans to address these needs
• Collaborate with R&D and Customer Support teams to resolve issues and share customer feedback in an ongoing effort to improve our product
• Leverage technology to proactively engage with customers at scale regarding Carta's value and upcoming renewals
• Use the above to identify liquidity opportunities aligned with the customer's life cycle and collaborate with cross-functional teams to engage the customer with our services

The Impact You'll Have

By building strong relationships with our Late Stage Private customers, you will be helping to secure our future pipeline for private and public liquidity opportunities, and drive strategic value for a key segment of Carta customers.

About You

We're looking for customer-centric, organized professionals, who know how to work in a dynamic environment with multiple priorities. Cross-departmental collaboration and communication is critical to success in the role, and efficient time management is essential as well. In addition, we're prioritizing:

• Strong verbal and written communicator who can break down complex concepts
• Experienced negotiator with high EQ who has managed large renewals working with procurement teams, procurement vendors, and finance professionals
• Proven ability to build and manage relationships, preferably in a SaaS environment, balancing the client and Carta goals
• Diplomacy, tact, and poise under pressure, and a high tolerance for ambiguity
• Prior experience working in venture capital or private equity space is a plus
• Experience working with any customer success platforms such as Gainsight, Catalyst, Client Success, or Churn Zero
• Problem solver with a growth mindset who is proactive, action-oriented, and attentive to detail
• Adaptability in the midst of shifting priorities
• Exposure to complex product offerings is a plus
• Willingness to take CEP exams if not already certified

Salary

Carta's compensation package includes a market competitive salary, equity for all full time roles, exceptional benefits, and, for applicable roles, commissions plans. Our minimum cash compensation (salary + commission if applicable) range for this role is:

• Up to $139,200 - $174,000 in New York City, NY

Final offers may vary from the amount listed based on geography, candidate experience and expertise, and other factors.