Senior Customer Success Manager

Carta connects founders investors and limited partners through world-class software purpose-built for everyone in venture capital private equity and private credit. Trusted by 65000 companies in 160 countries Cartas platform of software and services lays the groundwork so you can build invest and scale with confidence.

Cartas Fund Administration platform supports 9000 funds and SPVs representing nearly $185B in assets under management with tools designed to enhance the strategic impact of fund CFOs. Recognized by Fortune Forbes Fast Company Inc. and Great Places to Work Carta is shaping the future of private market infrastructure.

Together Carta is creating the end-to-end ERP platform for private markets. Traditional ERP solutions dont work for Private Funds. Private capital markets need a comprehensive software solution to replace outdated spreadsheets and fragmented service providers. Cartas software for the Office of the Fund CFO does just that - its 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 Customer Success team here at Carta is a key part of the broader Corporations business unit. We manage the full lifecycle of our 38000 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.

• Pioneer the in-market CS motion; building and optimising an operating model to best serve the needs of your customers and maximize their growth
• Own the success and health of assigned clients by developing strategies for increasing engagement revenue and mitigating churn.
• Develop consultative relationships with assigned territory of customers by delivering value sharing best practices and acting as the voice of the customer internally.
• Drive product adoption and usage of Carta throughout the customer journey.
• Drive retention and growth among our customers by understanding their business needs and identifying additional ways Carta can support them.
• Ensure all our customers feel valued by gathering insights about their adoption trends engagement overall health and sentiment.
• Marshal resources internally as needed to resolve customer issues and proactively identify areas of risk and develop plans to address these needs.
• Collaborate with R&D and Customer Support teams to resolve issues and share customer feedback in an ongoing effort to improve our product.
• Work with cross-functional teams to improve processes that scale.
• Leverage technology to proactively engage with customers at scale regarding Cartas values upsell opportunities and upcoming renewals.
• Negotiate win-win outcomes for the customer and Carta.

By building relationships and proactively engaging with our customers 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.

Were looking for our first flagship CS hire in the UAE a self-starter go-getter resourceful professional excited to build a top-tier customer experience in the market. Youll be part of a larger International customer-centric CS team 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 addition were prioritizing:

• More than 5 years prior experience working in a Customer Success or Account Management role preferably in a SaaS environment
• The candidate should be a self-starter who thrives in a fast-paced environment with a proven ability to build and manage relationships.
• Diplomacy tact and poise under pressure and a high tolerance for ambiguity are essential qualities for this role.
• A growth mindset proactive approach and action-oriented mindset are highly valued in this position.
• Experience working with any customer success platforms such as Catalyst Salesforce Jira Metabase is a plus
• Fluency in every-day AI tools such as Gemini & Glean as well as automations & process optimizations including platforms such as n8n

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.
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