Manager, Customer Success - Enterprise

The Team You’ll Work With

The Customer Success team here at Carta is a global team that is a key part of the broader Corporations business unit.  We manage the full lifecycle of our 33,000+ Private Markets customers, from early stage to IPO.  Many of these companies drive the direction of our product and vision.  This team is hyper-focused on the health and growth of these valuable customers, and is purely dedicated to their success.

The Problems You’ll Solve

• Provide leadership for our most senior CSM’s overseeing daily activities and tasks including renewal management, customer education, and other activities aimed at impacting the team’s NDR goals
• Manage a team of high-performing senior IC’s who manage our most strategic customers
• Coach the team on CSM best practices and support them in their development as CSM’s 
• Guide your team in managing strategic customer interactions and projects including renewals, EBR’s, and others partnering with our admin services team and other cross functional partners
• Partner with Customer Engagement Strategy and Operations to iterate on new and existing customer life cycle based content, campaigns, and playbooks
• Act as an internal advisor, leader, and advocate for team members 
• Enable teams to educate customers in all segments on Carta’s broader mission of creating owners and liquidity
• Work with Customer Success leadership to drive feedback on the growing requirements of all customers
• Effectively manage cross functional projects that will improve internal processes for our CSM’s and/or directly impact the customer experience
• Use Net Dollar Retention as the north star, aligning customers with their respective place in the journey to maximize relationships

The Impact You’ll Have

In this role, you will be directly impacting our Net Dollar Retention, by mitigating churn, affecting expansion, and setting up our early stage founders for success.  The Customer Success team is responsible for driving successful outcomes for the installed base in its entirety and the Founder Success Team is responsible for a significant portion of our client base.

About You

We’re looking for customer-centric, organized professionals, who know how to work in a dynamic environment with multiple priorities based in either our San Francisco or New York City or offices.  

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: 

• Currently based in SF OR New York City and able to come into the office 3 days a week
• Minimum of 7 years of successful customer management experience including renewal negotiations and strong preference for 3-4 years of people management
• Completed CEP level 1/2 or willingness to study and complete exam
• Proven track record in customer success resulting in increased engagement and customer satisfaction that impacted retention and expansion
• Strong operational discipline with an analytical, process-oriented mindset and a data-based approach to decision making 
• Resourceful and creative problem solving skills in order to provide optimal business or technical solutions
• Customer-first mindset, with a focus on seeking solutions to ensure greater lifetime value for our clients
• Excellent oral and written communication skills along with an ability to work cross-functionally with a broad range of internal and external clients
• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption
• Strong interpersonal skills, with an emphasis on building strong internal and external relationships
• Proven ability to drive results, across multiple functions, and exceed allotted targets
• Diplomacy, tact and poise under pressure, and a high tolerance for ambiguity
• Growth mindset, proactive, and action-oriented
• Experience with CS software tools such as Salesforce, Catalyst, Chorus, Outreach, etc.

Salary

We 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: 
 

$200,000 OTE in SF and NY
 

Final offers may vary from the amount listed based on geography, candidate experience and expertise, and other factors.

Last updated on Aug 16, 2024