Senior Private Equity Customer Success Manager

Carta•San Francisco, CA

10d

About The Position

Carta connects founders, investors, and limited partners through world-class software, purpose-built for everyone in venture capital, private equity and private credit. Recognized by Fortune, Forbes, Fast Company, Inc. and Great Places to Work, Carta is shaping the future of private market infrastructure. Together, Carta is creating the end-to-end ERP platform for private markets. This role is for an exceptional Customer Success Manager to own and manage portfolios of existing Private Equity Firm customers. This includes ensuring your customers are getting value out of Carta products, collaborating closely with sales to drive adoption of additional features, and managing customers successfully through the renewal process. As a PE Firm CSM, you will play a critical business role at Carta. You will work with some of our most complex customers to understand their business plans and develop a Carta product adoption roadmap which will enable them to accomplish their desired business outcomes. Using your experience, you will collaborate with product, sales, legal, finance, marketing and support to drive account strategy, solve problems, and improve customer engagement and loyalty. The PE Firm CSM is a new function at Carta - you will be on the front lines of building out our entire post-sales process for Private Equity firms across Carta’s complete product set. You will become an expert in how the different parts of our product work together, and leverage value generation and strong relationships to enhance customer exposure to broader components of Carta’s ERP.

Requirements

5+ years of enterprise client-facing experience, with a strong preference for backgrounds in Private Equity or Venture Capital.
A 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.

Responsibilities

Build deep, lasting relationships with key decision-makers and high-level PE stakeholders, transforming them into long-term Carta advocates.
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.
Secure win-win renewal outcomes and expertly navigate contract negotiations, while managing complex commercial escalations.
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.
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.
Act as the primary escalation point for customer issues; marshal internal resources to resolve crises efficiently and proactively mitigate churn risks.
Partner closely with R&D and Customer Support teams to synthesize and share client feedback, directly influencing the product roadmap.
Deeply understand unique client workflows to help them extract maximum value from the platform, ultimately activating them as references for prospective clients.