Customer Success Manager

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.