# Customer Success Manager

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

**Apply**: https://job-boards.greenhouse.io/carta/jobs/8080421003?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_8caf24cb-35a

## Description

## Job Overview

As a Customer Success Manager at Carta Law, you'll manage high-value client relationships, driving retention and expansion to achieve ambitious ARR goals.

## Responsibilities

- Manage a portfolio of high-value accounts with a high-touch coverage model, acting as the primary relationship point for senior PE stakeholders, GCs, and executive teams.

- Build deep, trusted relationships with PE decision-makers, positioning Carta Law as a strategic partner rather than a vendor.

- Lead Quarterly Business Reviews with executive stakeholders, presenting ROI, strategic value, and roadmap alignment.

- Partner with Account Executives on upsell, cross-sell, and late-stage sales cycles, identifying whitespace across Contracts, Compliance, and Funds and converting commercial conversations into revenue.

- Serve as the escalation point for your accounts across legal delivery, finance, sales, and product, resolving complex issues with urgency and professionalism.

- Coordinate monthly data packs for your accounts, tracking NDR, retention rate, and expansion trends.

- Act as the voice of your clients internally, synthesising relationship intelligence, feedback, and usage signals to influence service design and product roadmap.

- Drive significant Net Dollar Retention across your portfolio.

## Requirements

- 5+ years of experience in Customer Success, Account Management, or a senior client-facing role within SaaS or professional/legal services.

- Proven ability to manage senior stakeholder relationships.

- Strong commercial instincts.

- Experience leading executive-level business reviews.

- Full lifecycle ownership.

- Outstanding verbal and written communication.

- Data fluency.

- High emotional intelligence.

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

## Benefits

- Competitive salary

- Equity in Carta

- Private health insurance

- Flexible working arrangements

- A high-growth environment where you'll manage some of the most strategic accounts in the business

## Skills

### Required
- Customer Success
- Account Management
- SaaS
- Commercial Instincts
- Executive-level Business Reviews
- Data Fluency
- Emotional Intelligence

### Nice to have
- Legal Industry
- Private Markets
- Venture Capital
- Private Equity
- Fund Operations

---

Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/carta/jobs/8080421003?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)