Senior Program Manager, Account Management Strategy & Operations

Carta • New York, NY

6h

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. Trusted by 65,000+ companies in 160+ countries, Carta’s platform of software and services lays the groundwork so you can build, invest, and scale with confidence.
Carta’s Fund Administration platform supports 9,000+ funds and SPVs, representing nearly $185B in assets under management, with tools designed to enhance the strategic impact of fund CFOs. 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. Traditional ERP solutions don’t work for Private Funds. Private capital markets need a comprehensive software solution to replace outdated spreadsheets and fragmented service providers. Carta’s software for the Office of the Fund CFO does just that - it’s a new category of software to make private markets look more like public markets - a connected ERP for private capital.
For more information about our offices and culture, check out our Carta careers page.
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 a Senior Program Manager, Account Management Strategy & Operations, you’ll work to:
Enable our Venture Capital Account Management team to deliver consistent, high-quality service and customer experience to our customers by driving core initiatives across cross-functional teams in GTM, Delivery, R&D and Finance. You’ll act as an operational partner to our leaders and teams, building and scaling account management programs that support long-term growth. Your efforts will directly impact customer satisfaction and retention while supporting revenue growth and team productivity.

Requirements

• 5+ years of experience recommended in program management, business operations, sales strategy, or a similar function — ideally in a SaaS, fintech, or high-growth environment
• Able to navigate ambiguity and break complex problems into simple pieces, moving quickly through testing and iteration toward long-term solutions
• Data driven and able to quickly turn quantitative data into actionable insights
• Clear and collaborative communicator with cross-functional partners ranging from Account Managers to Product Managers to senior leadership
• Customer- and outcomes-obsessed: you care deeply about helping others succeed and want to improve the experience of our customers and our internal teams

Responsibilities

• Develop and implement scalable programs to shape long-term processes and tooling that support Carta’s VC account management team at different stages of customer lifecycle
• Own the governance of the key account management motions – business reviews, renewals, account growth, customer engagement, customer sentiment, etc.
• Support cross-functional programs that improve customer retention, limit churn and contraction and unlock upsell and cross-sell opportunities
• Work closely with leadership on executing strategic initiatives and driving outcomes
• Design, track, analyze and report on KPIs to develop operational insights and drive improved team performance
• Identify blockers to operational efficiency and lead programs to improve workflows, systems, and team experience on an ongoing basis
• Partner with cross-functional teams to evolve account management motions based on customer need and organizational priorities

What This Job Offers

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