# Customer Success Manager

**Company**: Carta
**Location**: London
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/carta/jobs/7848840003?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_53978481-a61

## Description

As a Customer Success Manager at Carta, you'll work to own the success and health of a portfolio of clients, primarily private fund managers and the companies they back. You'll be a trusted advisor and the primary relationship point for your clients throughout their entire journey with us.

Responsibilities:

- Oversee the full client lifecycle, from onboarding new clients to managing and deepening relationships with large, established accounts.

- Drive client satisfaction and engagement, proactively checking in on health, identifying risks early, and developing strategies to address them before they escalate.

- Build new relationships and maintain existing ones, establishing yourself as a trusted advisor who understands each client's business, structure, and long-term goals.

- Identify and progress cross-sell and upsell opportunities in close partnership with sales.

- Collaborate with legal delivery to ensure smooth onboarding experiences and seamless handoffs.

- Work with marketing and operations on client communications, campaigns, feedback loops, and process improvements.

- Act as the voice of the client internally, synthesising feedback, usage signals, and relationship intelligence to influence service design, product prioritisation, and go-to-market strategy.

- Leverage CS tooling and emerging AI capabilities to manage your portfolio efficiently.

Requirements:

- 5+ years of experience in Customer Success or Account Management, ideally within SaaS or professional/legal services.

- Full lifecycle client ownership experience.

- Cross-functional collaboration experience.

- Strong commercial instincts.

- Outstanding verbal and written communication skills.

- High emotional intelligence.

- High tolerance for ambiguity and adaptability.

- Genuine curiosity.

- Experience with CS tools and/or AI in practice.

- Prior experience in the legal industry or private markets is a significant advantage.

## Skills

### Required
- Customer Success
- Account Management
- SaaS
- legal services
- commercial awareness
- emotional intelligence
- communication skills
- CS tools
- AI

### Nice to have
- legal industry experience
- private markets experience

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/carta/jobs/7848840003?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)