Customer Success Manager

The Problems You'll Solve

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 Customer Success Manager, you’ll work to own the success and health of a portfolio of clients - primarily private fund managers and the companies they back. You'll be a trusted advisor and the primary relationship point for your clients throughout their entire journey with us.

Specifically, you'll:

• Oversee the full client lifecycle - from onboarding new clients in partnership with our legal delivery team, to managing and deepening relationships with large, established accounts.
• Drive client satisfaction and engagement, proactively checking in on health, identifying risks early, and developing strategies to address them before they escalate.
• Build new relationships and maintain existing ones, establishing yourself as a trusted advisor who understands each client's business, structure, and long-term goals.
• Identify and progress cross-sell and upsell opportunities in close partnership with sales, translating client needs into commercial conversations that benefit both the client and Carta Law.
• Collaborate with legal delivery to ensure smooth onboarding experiences and seamless handoffs, acting as the connective tissue between clients and internal teams.
• Work with marketing and operations on client communications, campaigns, feedback loops, and process improvements that improve the client experience at scale.
• Act as the voice of the client internally - synthesising feedback, usage signals, and relationship intelligence to influence service design, product prioritisation, and go-to-market strategy.
• Leverage CS tooling and emerging AI capabilities to manage your portfolio efficiently, track account health, log activity, and personalise engagement at scale.

The Team You'll Work With

You’ll be joining our Carta Law, Customer Success team. Our team manages 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 we partner closely with our legal delivery team, sales, marketing, and operations to ensure clients get maximum value from Carta Law and that we're well-positioned to grow with them over time. We're building the gold standard for client success in the AI-powered legal services space, and you'll have a meaningful hand in shaping what that looks like.

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

About You

We're looking for a client-focused, commercially aware professional who thrives in a fast-paced, high-ambiguity environment. You bring genuine curiosity to every client conversation, and you have the emotional intelligence to build trust quickly across a range of stakeholders. You're a clear, confident communicator who can translate complexity into clarity — whether you're speaking with a first-time fund manager or a seasoned GC.

Specifically, we're looking for:

• 5+ years of experience in Customer Success or Account Management, ideally within SaaS or professional/legal services. You know how to manage a varied book of business, balance competing priorities, and build trust with sophisticated stakeholders.
• Full lifecycle client ownership. You're comfortable managing clients from day one through to mature, complex relationships - and you know how to adapt your approach at each stage.
• Cross-functional collaboration. You work naturally across delivery, sales, marketing, and operations teams. You know how to marshal internal resources to get things done for clients and push the right levers to drive commercial outcomes.
• Strong commercial instincts. You spot cross-sell and upsell opportunities organically through client conversations and know how to partner with sales to take them forward.
• Outstanding verbal and written communication skills. You can break down complex legal, financial, or operational concepts for any audience. You write clearly, speak with confidence, and know how to tailor your message.
• High emotional intelligence. You read rooms well, build rapport quickly, and know how to navigate difficult conversations with empathy and professionalism.
• High tolerance for ambiguity and adaptability. You thrive in a high-paced, evolving environment where priorities can shift quickly. You view ambiguity as an opportunity rather than a blocker, and you bring structure and calm where others might struggle.
• Genuine curiosity. You ask good questions. You want to understand how your clients' businesses actually work, and you use that understanding to add real value.
• Experience with CS tools and/or AI in practice. You're comfortable using CS platforms and you're either already using AI tools to work smarter, or you're eager to.
• Prior experience in the legal industry is a significant advantage. Whether you've worked at a law firm, a legal tech company, or within an in-house legal function, that context will help you hit the ground running.
• Prior experience in 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.