Senior Enterprise Customer Success Manager

The Team You’ll Work With

The 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 churn
• Become a trusted advisor; develop deep relationships with our most strategic customers by delivering value, sharing best practices and acting as the voice of customer internally
• Drive 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 offerings
• Drive 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 succeed
• Maintain a regular cadence of communication with customers; share insights about their adoption trends, engagement, overall health and sentiment
• Marshall resources internally as needed to resolve customer issues; 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
• Leverage technology to proactively engage with customers at scale regarding Carta’s value and upcoming renewals
• Use 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 services

The Impact You’ll Have

By 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 You

We’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 professionals
• Proven 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 ambiguity
• Prior experience working in venture capital or private equity space is a plus
• Problem 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 impact
• Experience working with any customer success platforms such as Gainsight, Catalyst, Client Success, or Churn Zero
• Adaptability in the midst of shifting priorities
• Exposure to complex product offerings is a plus
• Willingness to take CEP exams if not already certified

 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: 

• 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.