Customer Success Associate

We strive to provide a best in class service and an incredible experience for each and every customer. This is a fantastic opportunity to start and fast track your career in Customer Success; having a major impact on our internal team and customers.

You'll be responsible for managing our large segment of small to medium customers for our Capdesk product line. You will be reporting into our Customer Success Lead, Rosie, and together, you will own the overall relationship of our customer base, which will include: increasing platform adoption and engagement, ensuring retention and ongoing satisfaction.

Carta’s London and Denmark locations are a product of our 2022 acquisition of Capdesk and Vauban, both companies having a goal to close the equity gap across the U.K. and Europe . Now operating as one global Carta entity, our London and Denmark locations will work to enhance the Carta Venture Capital product suite with Capdesk and Vauban as proprietary products.  Click the links to read more about the acquisition of Capdesk from Carta and Vauban from Carta

• Increase and maintain high levels of engagement for a large segment of valuable customers
• Alongside building relationships with your dedicated customer accounts, we want you to get creative and think of new strategies to engage our customers at scale. Campaigns, webinars etc.
• Collaborate with other internal teams to help enhance Capdesk (feature requests & improvements). Notably Product, Finance, Implementation and Sales
• Support customers in maximising the value they get from Capdesk with advanced knowledge of the product
• Monitor customer health through available metrics and with careful assessment, carry out necessary follow-up actions
• Be accountable for retaining Capdesk customers, alongside the wider Customer Success team
• Maximise revenue growth of our customer base through product engagement and renewal revenue upgrades (working alongside our Customer Account Manager)
• You will work with the team to help identify and resolve challenges around product adoption encountered by our customers
• Maintain accurate, up-to-date reporting of customer statuses in internal systems

• Empathetic positive attitude with a desire to help customers reach their goals
• 0-1 years of experience working in a role that requires relationship building with customers/clients in a customer-facing role
• Highly adaptable and quick to learn new information
• The ability to confidently present, communicate and work alongside C-level customers and stakeholders (eg CEOs and CFOs), in a professional yet thoughtful way
• Finely tuned problem-solving skills; you never present a problem without a solution
• Strong listening skills and ability to understand others’ viewpoints
• Confident taking on challenging conversations such as commercial discussions or objection handling
• Flexible approach – able to operate effectively with uncertainty and change
• Possess a strong work ethic and relentless attitude to achieve success
• Open to a culture of innovation, professional development and collaborating with others in a team

Nice-to-haves:

• Working knowledge of HubSpot, Looker and/or Notion
• Having worked in a Customer Service / Customer Success team
• Experience in campaign management. such as planning & executing campaigns to drive growth
• An understanding of business investing or private equity

1. Initial interview: This will be a 30 minute introductory call with the hiring manager, for them to get to know a little bit more about you, your experience and the type of role you are looking for and for us to provide you with more details about the role and answer any questions.

1. Take-home challenge: With this challenge, we would love to dive deeper into your skills and experience. It should hopefully also give you an insight into the tasks you might be facing as a CSA at Capdesk.

1. Group Interview: Should your take home submission be successful, you will have the opportunity to meet some of the CS team. We will dive deeper into your challenge and ask some competency / scenario based questions.

1. Meet our CS Director: This will be your opportunity to meet with Nikki, our Director of Customer Success and get to know each other a little better.