Senior Private Equity Customer Success Manager

Responsibilities

• Own and manage portfolios of existing Private Equity Firm customers, ensuring they get value out of Carta products.
• Collaborate closely with sales to drive adoption of additional features.
• Manage customers successfully through the renewal process.
• Work with complex customers to understand their business plans and develop Carta product adoption roadmaps aligned to desired business outcomes.
• Collaborate with product, sales, legal, finance, marketing, and support to drive account strategy, solve problems, and improve customer engagement and loyalty.
• Build out the post-sales process for Private Equity firms across Carta’s complete product set.
• Become an expert in how different parts of the product work together and leverage value generation and strong relationships to enhance customer exposure to broader components of Carta’s ERP.

Problems You'll Solve

• Strategic Relationship Management: Build deep, lasting relationships with key decision-makers and high-level PE stakeholders, transforming them into long-term Carta advocates.
• Customer Health & Adoption: 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.
• Commercial Execution & Negotiation: Secure win-win renewal outcomes and expertly navigate contract negotiations, while managing complex commercial escalations.
• Portfolio & Revenue Expansion: 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.
• Advanced Engagement: 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.
• Risk Mitigation & Resolution: Act as the primary escalation point for customer issues; marshal internal resources to resolve crises efficiently and proactively mitigate churn risks.
• Cross-Functional Collaboration: Partner closely with R&D and Customer Support teams to synthesize and share client feedback, directly influencing the product roadmap.
• Value Maximization & Advocacy: 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.
• 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.

Compensation

Carta’s expected cash compensation (salary + commission) range for this role is $153,850 - $181,000 OTE in San Francisco, CA & New York City, NY.