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