Senior Enterprise Customer Success Manager

The Company You’ll JoinCarta is the connected platform and AI-native ecosystem for private capital. Built to replace fragmented tools with a single system of record, Carta brings together the software, services, and legal infrastructure that founders use to manage equity, fund managers use to run administration and reporting, and legal teams use to close transactions. Trusted by 55,000 companies and 1.8M+ equity holders in 160+ countries, and 10,000 funds and SPVs representing $250B+ in assets under management, Carta is transforming how private capital operates. Recognized by Fortune, Forbes, Fast Company, Inc. and Great Places to Work.For more information about our offices and culture, check out our Carta careers page.The Team You’ll Work WithThe Enterprise Customer Success team here at Carta is our most advanced relationship management team, focused on liquidity, NDR, and customer satisfaction. We manage the top 1% of our private customers, with more mature cap tables and complex account configurations. This team is hyper-focused on the health of these valuable customers, and is purely dedicated to their success.The Problems You’ll Solve Own the success and health of your assigned clients by developing strategies aimed to increase engagement and mitigate churnBecome a trusted advisor; develop deep relationships with our most strategic customers by delivering value, sharing best practices and acting as the voice of customer internallyDrive product adoption and usage of Carta throughout the customer journey,including training customers on Carta’s MCP plugins.Leverage AI fluency to proactively engage with customers at scale. You will build and utilize custom workflows to anticipate customer needs and uncover strategic opportunities within your portfolio.Lead discovery around private liquidity and IPO advisory to ensure clients are aware of and engaged with our service offeringsDrive retention and growth among our most valuable customers by understanding their business needs and working with them to develop strategic accounts plans designed to help them succeedMaintain a regular cadence of communication with customers; share insights about their adoption trends, engagement, overall health and sentimentMarshall resources internally as needed to resolve customer issues; proactively identify areas of risk and develop plans to address these needsCollaborate with R&D and Customer Support teams to resolve issues and share customer feedback in an ongoing effort to improve our productLeverage technology to proactively engage with customers at scale regarding Carta’s value and upcoming renewalsUse the above to identify liquidity opportunities aligned with the customer’s life cycle and collaborate with cross-functional teams to engage the customer with our servicesThe Impact You’ll HaveBy building strong relationships with our Late Stage Private customers, you will be helping to secure our future pipeline for private and public liquidity opportunities, and drive strategic value for a key segment of Carta customers.About YouWe’re looking for customer-centric, organized professionals, who know how to work in a dynamic environment with multiple priorities. Cross-departmental collaboration and communication is critical to success in the role, and efficient time management is essential as well. In addition, we’re prioritizing: Strong verbal and written communicator who can break down complex concepts Experienced negotiator with high EQ who has managed large renewals working with procurement teams, procurement vendors, and finance professionalsProven ability to build and manage relationships, preferably in a SaaS environment, balancing the client and Carta goalsBeyond standard SaaS platforms, you possess a strong fluency in modern AI systems. You are comfortable navigating technical environments (CLIs, APIs, MCPs) to build creative solutions that help you better understand and serve complex enterprise accounts.Diplomacy, tact, and poise under pressure, and a high tolerance for ambiguityPrior experience working in venture capital or private equity space is a plusProblem solver with a growth mindset who is proactive, action-oriented, and attentive to detail. You view AI not just as a chatbot, but as a workflow engine, and are comfortable navigating advanced AI systems to maximize your impactExperience working with any customer success platforms such as Gainsight, Catalyst, Client Success, or Churn ZeroAdaptability in the midst of shifting prioritiesExposure to complex product offerings is a plusWillingness to take CEP exams if not already certified SalaryWe are hiring for multiple levels and locations, so final offers may vary from the amounts listed based on geography, experience and expertise, and other factors.Carta’s compensation package includes a market competitive salary, equity for all full time roles, exceptional benefits, and, for applicable roles, commissions plans. Our minimum cash compensation (salary + commission if applicable) range for this role is: Up to $153,000 - $181,000 SF and NY Final offers may vary from the amount listed based on geography, candidate experience and expertise, and other factors.Disclosures:We are an equal opportunity employer and are committed to providing a positive interview experience for every candidate. If accommodations due to a disability or medical condition are needed, please connect with the talent partner via email. Carta uses E-Verify in the United States for employment authorization. See the E-Verify and Department of Justice websites for more details.For information on our data privacy policies, see Privacy, CA Candidate Privacy, and Brazil Transparency Report.Please note that all official communications from us will come from an @carta.com or @carta-external.com domain. Report any contact from unapproved domains to View email address on click.appcast.io.