Customer Success Manager

Carta is the connected platform and AI-native ecosystem for private capital. Built to replace fragmented tools with a single system of record, Carta brings together the software, services, and legal infrastructure that founders use to manage equity, fund managers use to run administration and reporting, and legal teams use to close transactions. Trusted by 55,000 companies and 1.8M+ equity holders in 160+ countries, and 10,000 funds and SPVs representing $250B+ in assets under management, Carta is transforming how private capital operates.

At Carta, our employees set out on a mission to unlock the power of equity ownership for more people in more places. We believe that the problems we solve today unlock the opportunities of tomorrow. As a Customer Success Manager, 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. Specifically, you'll:

• Oversee the full client lifecycle - from onboarding new clients in partnership with our legal delivery team, 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 escape.
• 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, translating client needs into commercial conversations that benefit both the client and Carta Law.
• Collaborate with legal delivery to ensure smooth onboarding experiences and seamless handoffs, acting as the connective tissue between clients and internal teams.
• Work with marketing and operations on client communications, campaigns, feedback loops, and process improvements that improve the client experience at scale.
• 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, track account health, log activity, and personalise engagement at scale.

You’ll be joining our Carta Law, Customer Success team. Our team manages the full client lifecycle - from welcoming new clients through onboarding, to building deep, lasting relationships with established fund managers and their legal teams. We sit at the intersection of legal delivery, commercial strategy, and operations. Day-to-day we partner closely with our legal delivery team, sales, marketing, and operations to ensure clients get maximum value from Carta Law and that we're well-positioned to grow with them over time.

We're looking for a client-focused, commercially aware professional who thrives in a fast-paced, high-ambiguity environment. You bring genuine curiosity to every client conversation, and you have the emotional intelligence to build trust quickly across a range of stakeholders. You're a clear, confident communicator who can translate complexity into clarity - whether you're speaking with a first-time fund manager or a seasoned GC. Specifically, we're looking for:

• 5+ years of experience in Customer Success or Account Management, ideally within SaaS or professional/legal services.
• Full lifecycle client ownership.
• Cross-functional collaboration.
• 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 is a significant advantage.
• Prior experience in private markets is a significant advantage.