Senior Private Equity Customer Success Manager

The Company You’ll Join Carta is the connected platform and AI-native ecosystem for private capital. Built to replace fragmented tools with a single system of record, Carta brings together the software, services, and legal infrastructure that founders use to manage equity, fund managers use to run administration and reporting, and legal teams use to close transactions. Trusted by 55,000 companies and 1.8M+ equity holders in 160+ countries, and 10,000 funds and SPVs representing $250B+ in assets under management, Carta is transforming how private capital operates. Recognized by Fortune, Forbes, Fast Company, Inc. and Great Places to Work. For more information about our offices and culture, check out our Carta careers page . The Team You’ll Work With We’re looking for exceptional Customer Success Managers to own and manage portfolios of existing Private Equity Firm customers. This includes ensuring your customers are getting value out of Carta products, collaborating closely with sales to drive adoption of additional features, and managing customers successfully through the renewal process. As a PE Firm CSM, you will play a critical business role at Carta. You will work with some of our most complex customers to understand their business plans and develop a Carta product adoption roadmap which will enable them to accomplish their desired business outcomes. Using your experience, you will collaborate with product, sales, legal, finance, marketing and support to drive account strategy, solve problems, and improve customer engagement and loyalty. The PE Firm CSM is a new function at Carta - you will be on the front lines of building out our entire post-sales process for Private Equity firms across Carta’s complete product set. You will become an expert in how the different parts of our product work together, and leverage value generation and strong relationships to enhance customer exposure to broader components of Carta’s ERP. The Problems You’ll Solve Strategic Relationship Management: Build deep, lasting relationships with key decision-makers and high-level PE stakeholders, transforming them into long-term Carta advocates. Customer Health & Adoption: Proactively monitor and improve account health, engagement, and adoption trends by delivering regular, data-driven insights and strategic account plans connected to the customer’s goals. Commercial Execution & Negotiation: Secure win-win renewal outcomes and expertly navigate contract negotiations, while managing complex commercial escalations. Portfolio & Revenue Expansion: Uncover "white space" opportunities across PE firms' broader portfolios, strategically influencing cross-sells and upsells to drive clients toward Carta's comprehensive ERP vision for Private Equity. Advanced Engagement: Leverage cutting-edge technology and AI tools to transform data into real insights and proactively communicate Carta’s evolving value proposition to your book of business.. Risk Mitigation & Resolution: Act as the primary escalation point for customer issues; marshal internal resources to resolve crises efficiently and proactively mitigate churn risks. Cross-Functional Collaboration: Partner closely with R&D and Customer Support teams to synthesize and share client feedback, directly influencing the product roadmap. Value Maximization & Advocacy: Deeply understand unique client workflows to help them extract maximum value from the platform, ultimately activating them as references for prospective clients. About You 5+ years of enterprise client-facing experience , with a strong preference for backgrounds in Private Equity or Venture Capital. A quantitative aptitude and the professional polish required to advisor-sell and present to clients with sophisticated investment knowledge. Proven track record of managing strategic account relationships , utilizing exceptional communication, negotiation, and facilitation skills. Diplomatic and poised under pressure , with a demonstrated ability to navigat…