Customer Success Manager

The CSM role sits within our Corporations Business Unit within our CS Programs/Operations team. The  CS Programs/Operations team is hyper-focused on building processes and using technology to scale proactive customer education and engagement.  This team is dedicated to improving the customer experience, being the voice of the customer internally, helping customers get the most out of their Carta subscription, and retaining as many customers as possible.

• Own the success and health of your assigned customers by developing strategies aimed to  increase engagement and mitigate churn at scale
• Understand the challenges facing our SMB customer segment and come up with creative solutions to provide them with additional value
• Drive product education and adoption of Carta throughout the customer journey
• Drive retention and growth among our SMB customers by understanding their business needs and identifying additional ways Carta can support them
• Ensure all our SMB customers feel valued; gather 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 
• Work with Marketing, Implementations, Support and Sales Operations to improve processes that scale

The Impact You’ll Have

By proactively engaging with SMB 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.

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: 

• Prior experience working in a customer facing role working with startups
• Experience working with any customer success platforms such as Catalyst, Gainsight, Totango, Client Success, or Churn Zero
• Experience working with Outreach
• Proven ability to build and manage relationships preferably in a SaaS environment
• Diplomacy, tact and poise under pressure, and a high tolerance for ambiguity
• Growth mindset, proactive, and action-oriented
• Venture Capital ecosystem knowledge major plus.

Carta’s compensation package includes a market competitive salary, equity for all full time roles, exceptional benefits, and, for applicable roles, commissions plans. If you are located in San Francisco, California or New York, NY our minimum cash compensation salary range for this role is $92,000 - $116,000 (if applicable, + commission). Final offers may vary from the amount listed based on geography, candidate experience and expertise, and other factors.