Senior Private Equity Customer Success Manager

The Role

As a Senior Private Equity Customer Success Manager at Carta, you will own and manage portfolios of existing Private Equity Firm customers. Your goal will be to ensure customers get value out of Carta products, collaborate with sales to drive adoption of additional features, and manage customers successfully through the renewal process.

Responsibilities

• Build deep, lasting relationships with key decision-makers and high-level PE stakeholders, transforming them into long-term Carta advocates.
• Proactively monitor and improve account health, engagement, and adoption trends by delivering regular, data-driven insights and strategic account plans connected to the customer’s goals.
• Secure win-win renewal outcomes and expertly navigate contract negotiations, while managing complex commercial escalations.
• Uncover "white space" opportunities across PE firms' broader portfolios, strategically influencing cross-sells and upsells to drive clients toward Carta's comprehensive ERP vision for Private Equity.
• Leverage cutting-edge technology and AI tools to transform data into real insights and proactively communicate Carta’s evolving value proposition to your book of business.
• Act as the primary escalation point for customer issues; marshal internal resources to resolve crises efficiently and proactively mitigate churn risks.
• Partner closely with R&D and Customer Support teams to synthesize and share client feedback, directly influencing the product roadmap.
• Deeply understand unique client workflows to help them extract maximum value from the platform, ultimately activating them as references for prospective clients.

Requirements

• 5+ years of enterprise client-facing experience, with a strong preference for backgrounds in Private Equity or Venture Capital.
• A quantitative aptitude and the professional polish required to advisor-sell and present to clients with sophisticated investment knowledge.
• Proven track record of managing strategic account relationships, utilizing exceptional communication, negotiation, and facilitation skills.
• Diplomatic and poised under pressure, with a demonstrated ability to navigate difficult conversations and preserve critical client relationships.
• Proactive, organized, and detail-oriented with a drive to deliver results, inspire customer loyalty, and drive product adoption.
• Process-driven mindset, capable of establishing, optimizing, and scaling operational processes related to account management.
• Collaborative and cross-functional leader who can seamlessly work across internal teams to drive complex projects to completion.
• Thrives in fast-paced, dynamic environments, with a high comfort level operating in areas of uncertainty and rapidly self-educating on new domains.
• Tech-forward and efficient, with a strong proficiency in leveraging AI tools to optimize workflows, analyze data, and scale your daily impact.
• An empathetic and persuasive team player possessing the highly-professional interpersonal skills needed to thrive in a high-growth culture.

Benefits

• Market-competitive salary
• Equity for all full-time roles
• Exceptional benefits
• Commissions plans for applicable roles

Salary Range

The expected cash compensation (salary + commission if applicable) range for this role is: $153,850 - $181,000 OTE in San Francisco, CA & New York City, NY