Customer Success Manager

Carta • New York, NY

8d • $109,000 - $144,000

About The Position

The Scaled Customer Success Manager owns a post-onboarding portfolio of 30–40 Carta Law accounts, using a medium-touch approach, prioritisation, customer success tooling, and AI to drive client value, retention, and expansion. The role is part of Carta Law’s Customer Success team, which supports clients throughout their lifecycle and works at the intersection of legal delivery, commercial strategy, and operations.

The manager is the primary contact for assigned clients, monitors account health and risk, conducts regular business reviews, and partners with Account Executives on renewals and expansion. The role also shares client feedback with product and operations, contributes to customer success playbooks, and aims to achieve gross dollar retention of 95% or higher across the portfolio. The position reports to the Global Head of CS.

Requirements

• 3–5 years of experience in Customer Success or Account Management within SaaS or professional services.
• Experience managing a portfolio of accounts and balancing competing priorities.
• Comfort managing 30–40 accounts simultaneously using data and tooling to prioritise effectively.
• Strong client communication skills, including proactive communication, relationship-building, and handling difficult conversations with professionalism and empathy.
• Commercial instincts, including the ability to identify expansion opportunities and partner with sales to advance them.
• Understanding of ARR drivers and how Customer Success contributes to commercial outcomes.
• Data-driven approach to tracking gross dollar retention, account health scores, and expansion signals and using them to guide decisions.
• Experience with customer success platforms and willingness or experience using AI to manage a portfolio efficiently.
• Ability to collaborate cross-functionally with Account Executives, legal delivery, product, and operations.

Nice To Haves

• Prior experience in the legal industry or private markets.
• Familiarity with venture capital, private equity, or fund operations.

Responsibilities

• Own a portfolio of 30–40 accounts as the primary contact after onboarding, building relationships and ensuring clients consistently receive value from Carta Law.
• Triage and prioritise accounts by risk, strategic value, and expansion opportunity.
• Conduct quarterly check-ins and bi-annual Executive Business Reviews.
• Use customer success tooling and AI to monitor portfolio health, track account signals, personalise outreach, and identify at-risk accounts before churn.
• Partner with Account Executives on renewals and expansion opportunities, identifying whitespace across Contracts, Compliance, and Funds.
• Synthesise account signals and share client feedback with product and operations to influence service design and the roadmap.
• Drive gross dollar retention of 95% or higher across the portfolio through proactive risk management and early intervention.
• Contribute to playbook development and share learnings to improve the scaled customer success model.

Benefits

• Performance-linked bonus tied to gross dollar retention and portfolio expansion.
• Equity in Carta.
• Private health insurance.
• Flexible working arrangements.
• Market-competitive compensation.
• Exceptional benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed