Manager, Customer Success Team

The Customer Success team here at Carta is a global team that is a key part of the broader VC Companies 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.

• Provide leadership for CSM's based in our Rio de Janeiro office by overseeing daily activities and tasks including renewal management, customer education, and other activities aimed at impacting the team's NDR goals
• Coach the team on CSM best practices and support them in their development as CSM's
• Guide your team through complex renewal negotiations, aligning nuanced customer factors with Carta business goal
• Establish best practices for how to effectively manage a Customer Success team that leverages a scaled model, develop and implement new retention initiatives, strategies, and programs to help increase your team's productivity
• 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
• 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 Account Specialist Team is responsible for a significant portion of our client base.

We're looking for customer-centric, organized professionals, who know how to work in a dynamic environment with multiple priorities based in our Rio de Janeiro office.

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 Rio de Janeiro, BR and able to come into the office 3 days a week
• Minimum of 5 years of successful customer management experience including renewal negotiations and minimum 2-3 years of people management
• 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.