The Company You'll JoinCarta 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. 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. 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 escalate. 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. The Team You'll Work WithYou'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 building the gold standard for client success in the AI-powered legal services space, and you'll have a meaningful hand in shaping what that looks like. You bring genuine curiosity to every client conversation, and you have the emotional intelligence to build trust quickly across a range of stakeholders. Specifically, we're looking for:5+ years of experience in Customer Success or Account Management, ideally within SaaS or professional/legal services. You work naturally across delivery, sales, marketing, and operations teams. You know how to marshal internal resources to get things done for clients and push the right levers to drive commercial outcomes. Strong commercial instincts. You can break down complex legal, financial, or operational concepts for any audience. High emotional intelligence. You thrive in a high-paced, evolving environment where priorities can shift quickly. Prior experience in the legal industry is a significant advantage. Whether you've worked at a law firm, a legal tech company, or within an in-house legal function, that context will help you hit the ground running. Prior experience in private markets is a significant advantage. Familiarity with venture capital, private equity, or fund operations gives you an immediate leg up in understanding our clients' world. If accommodations due to a disability or medical condition are needed, please connect with the talent partner via email. See the E-Verify and Department of Justice websites for more details. For information on our data privacy policies, see Privacy, CA Candidate Privacy, and Brazil Transparency Report.
CSM Manager in London employer: Carta
At Carta, we pride ourselves on being an exceptional employer that fosters a culture of collaboration and innovation. Our London office offers a dynamic work environment where employees are empowered to build meaningful partnerships and drive impactful change in the private capital landscape. With a strong focus on professional growth, we provide ample opportunities for career advancement while ensuring our team members feel valued and supported in their mission to unlock equity ownership for all.
