# Customer Success Manager

**Company**: Carta Law
**Location**: New York, New Jersey
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $129,000 - $144,000 in New York, $109,000 - $122,000 in New Jersey
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/carta/jobs/8080438003?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_14f3dfb3-0d0

## Description

## Job Summary

As a Customer Success Manager at Carta Law, you'll own a portfolio of 40+ accounts post-onboarding, using smart prioritization, great tooling, and a medium-touch model to drive retention and expansion across a broad book of business.

## Responsibilities

- Own a portfolio of accounts as their primary contact post-onboarding, building strong relationships and ensuring clients are consistently getting value from Carta Law.

- Triage and prioritize your portfolio by risk, strategic value, and expansion opportunity, deploying your time where it has the greatest commercial impact.

- Conduct quarterly check-ins and bi-annual Executive Business Reviews, keeping clients engaged, informed, and aligned to their goals.

- Leverage CS tooling and AI to manage portfolio health at scale, tracking account signals, personalizing outreach, and identifying at-risk accounts before they churn.

- Partner with Account Executives (AE) on renewals and expansion opportunities, identifying whitespace across Contracts, Compliance, and Funds, and surfacing commercial conversations at the right moment.

- Synthesize account signals and surface client feedback to product and operations, acting as the voice of your clients internally to influence service design and roadmap.

- Drive significant Net Dollar Retention across your portfolio, with a focus on whitespace opportunities, proactive risk management, and early intervention.

- Contribute to playbook development, sharing learnings that improve the scaled model for the whole team.

## Requirements

- 3+ years of experience in Customer Success or Account Management within SaaS or professional services.

- Portfolio management experience, managing 40+ accounts simultaneously.

- Strong client communication skills, with the ability to build rapport quickly and handle difficult conversations with professionalism and empathy.

- Commercial instincts, with the ability to spot expansion opportunities organically and partner with sales to take them forward.

- Data-driven approach, tracking GDR, account health scores, and expansion signals.

- Comfort with tooling and AI, with experience using CS platforms and AI to manage portfolios more efficiently.

- Cross-functional collaboration, working naturally with AEs, legal delivery, product, and operations.

## What We Offer

- Competitive salary: $129,000 - $144,000 in New York, $109,000 - $122,000 in New Jersey

- Equity in Carta

- Private health insurance

- Flexible working arrangements

- A high-growth environment where you'll build something that matters

## Skills

### Required
- Customer Success
- Account Management
- SaaS
- professional services
- portfolio management
- client communication
- commercial instincts
- data-driven approach
- CS platforms
- AI

### Nice to have
- legal industry
- private markets
- venture capital
- private equity
- fund operations

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/carta/jobs/8080438003?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)