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