Onboarding Lead

Carta•Hillsborough Township, NY

11d•$109,820 - $144,400

About The Position

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 Onboarding Lead, you'll own the first six months that determine whether a client becomes a long-term partner — converting booked MRR into live, retained revenue and setting every account up for long-term success. You'll be joining our Carta Law Customer Success (CS) team. We manage 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 you'll work 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. Carta’s London and Denmark locations are a product of our 2022 acquisitions of Capdesk and Vauban. Now operating as one global Carta entity, our U.K. and Denmark locations will enhance the Carta platform with Capdesk and Vauban as proprietary products.Click the links to read more about the acquisition of Capdesk from Carta and Vauban from Carta.

Requirements

3+ years of experience in client onboarding, implementation, or project management within SaaS, professional services, or a related field. You know how to manage complex, multi-stakeholder projects to a deadline.
Full ownership mindset. You're comfortable being the single point of accountability during onboarding — and you take that responsibility seriously.
Strong client communication skills. You communicate proactively, set clear expectations, and handle difficult conversations with professionalism and warmth.
Exceptional project management skills. You track multiple onboardings simultaneously without losing detail, and you use structure to create clarity for clients and internal teams alike.
Collaborative approach. You work naturally across AE, legal delivery, and CSM teams — marshalling internal resources to remove blockers and keep onboardings moving.
Commercial awareness. You understand the link between a smooth onboarding and long-term client retention and revenue. You spot risks to commercial commitments early.
High adaptability. No two onboardings are the same. You adapt your approach to the client's context while keeping the process consistent.
Data-driven approach. You track what matters — time-to-revenue, CSAT, milestone completion — and use those signals to improve your process.

Nice To Haves

Prior experience in legal services or 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.

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 — resolving questions quickly, maintaining momentum, and building 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.