Onboarding Lead

Job Overview

As Onboarding Lead at Carta, you'll own the first six months of a client's journey, determining whether they become a long-term partner. You'll convert booked MRR into live, retained revenue and set every account up for long-term success.

Responsibilities

• Own the onboarding journey from signed contract through to Customer Success Manager (CSM) handoff, acting as the single accountable point for client experience during implementation.
• Project-manage each implementation: define timelines, set milestones, coordinate internal teams, and keep every onboarding on track.
• Act as the primary client contact throughout onboarding: resolve questions quickly, maintain momentum, and build trust from day one.
• Collaborate with Account Executives at handoff to fully understand client expectations, commitments made during the sales process, and any pricing adjustments needed.
• Identify and escalate blockers early, before they affect client sentiment or timelines, proactively managing risk across your onboarding portfolio.
• Conduct formal, structured handoffs to the CSM team, delivering a complete account brief covering client goals, relationship context, risks, and commercial details.
• Track and report on time-to-revenue, milestone completion rate, and CSAT throughout each onboarding, using data to continuously improve the process.
• Contribute to playbook development, sharing learnings that raise the bar for onboarding across the team.

Team and Location

You'll be joining our Carta Law Customer Success (CS) team in London, working closely with AEs, legal delivery, and the CSM team. You'll report to the Global Head of CS and work as part of a growing global team across London and New York.

Requirements

• 3+ years of experience in client onboarding, implementation, or project management within SaaS, professional services, or a related field.
• Full ownership mindset, comfortable being the single point of accountability during onboarding.
• Strong client communication skills, proactive and professional.
• Exceptional project management skills, tracking multiple onboardings simultaneously.
• Collaborative approach, working naturally across AE, legal delivery, and CSM teams.
• Commercial awareness, understanding the link between a smooth onboarding and long-term client retention and revenue.
• High adaptability, adjusting approach to the client's context.
• Data-driven approach, tracking time-to-revenue, CSAT, milestone completion.
• Prior experience in legal services or private markets is a significant advantage.

Benefits

Carta's compensation package includes a market competitive salary, equity for all full-time roles, exceptional benefits, and, for applicable roles, commissions plans.