Senior Customer Success Manager

The Company You'll JoinCarta connects founders, investors, and limited partners through world-class software, purpose-built for everyone in venture capital, private equity and private credit.Carta's fund administration platform supports nearly 7,000 funds and SPVs, representing $150B in assets under administration in venture capital and private equity. Trusted by more than 40,000 companies, Carta also helps private businesses in over 160 countries manage their cap tables, valuations, taxes, equity programs, compensation, and more.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 Private capital markets need a comprehensive software solution to replace outdated spreadsheets and fragmented service providers.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.The Problems You'll SolveIn this role as a Senior Customer Success Manager on our team, you will be on the front lines to proactively respond to customer inquiries in a scaled manner. You will seek to understand the challenges facing Carta's customers, and enable and empower them to utilize and extract value from Carta.Operate in a scaled client ownership structure to respond to sensitive customer inquiries regarding contract renewals, pricing increases, and escalationsLearn to prioritize inbound customer requests based on a variety of factors including urgency, renewal timeline, churn risk factors, etc.Understand and execute basic contract renewal negotiations according to defined policies and processesManage account-level escalations by leveraging standard responses and working closely with managementWork between a variety of systems including Salesforce, Catalyst, and JiraEducate customers about Carta features and products via email and live calls, leveraging your knowledge of the Carta feature set, customer lifecycle, and self-help contentThe Team You'll Work WithThe Founder Success team is hyper-focused on building processes and using technology to scale proactive customer education and engagement. This team is dedicated to improving the customer experience, being the voice of the customer internally, and helping customers get the most out of their Carta subscription.The Impact You'll HaveBy proactively engaging with Carta customers as well as reactively monitoring incoming requests, you will be helping to improve our overall customer retention, secure our future pipeline for new product lines, and drive change for the broader company and mission.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, as well as efficient time management. In addition, we're prioritizing:
Fluent in English with strong written and verbal communication skillsResponsive and able to complete tasks in a timely mannerPrior experience working in a customer support, customer success, or account management roleExperience working with customers via live interactions such as zoom meetings, phone calls, and live chatsExperience working with Salesforce, Catalyst or other Account Specialists and support ticketing systemsDiplomacy, tact and poise under pressure, and a high tolerance for ambiguityGrowth mindset, proactive, and action-orientedCustomer success skills and demonstrated ability to to work through difficult conversations, with the goal of preserving relationshipsExcellent communication, listening, facilitation, and negotiation skillsStrong data analysis, organizational, and prioritization skillsEven if you don't have all of the qualifications we've listed, please apply if you believe you could be impactful in this role**Please submit your resume in English**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, seePrivacy,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 #J-18808-Ljbffr

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