Program Manager - Customer Communications

This role reports into the Strategic Initiatives team, which sits within the broader Customer Success team here at Carta and is a key part of the Carta Core Revenue team.  We manage the full lifecycle of our 27,000+ Private Markets and Investor Services customers, from early stage to Liquidity and 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.  This role will sit on the Customer Success Programs team which leads cross-functional, strategic initiatives focused on achieving Carta’s North Stars and delivering an amazing customer experience at scale.

• Create and manage functional reference program, to connect prospects with existing customers
• Develop a sustainable process for generating more referenceable customers across the installed base
• Create a scalable referral process for existing customers to refer prospects to Carta
• Serve as liaison between Marketing and Customer Success, ensuring that communication and strategy are aligned
• Act as owner of customer communication dissemination across the CS org, for both Corporations and Investor Services
• Establish and maintain OKR’s and other success metrics, as agreed upon with CS Programs and Customer Success leadership
• Additional projects and efforts to support consistent customer communications as needed

The Impact You’ll Have

By creating a framework for customer communications,  you will be helping to improve our overall customer retention, generate new business opportunities, secure our future pipeline for new product lines, and drive change for the broader company, brand, 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: 

• Strong project management and problem-solving skills, with attention to detail
• Experience using Salesforce, Totango, or other Sales/CS tools
• Excellent written and verbal communication skills
• CS or marketing experience focused on customer communications
• Willingness to learn, and adapt to an ever changing environment
• A passion for customer service, and the desire to drive better customer outcomes
• Proven ability to build and manage relationships
• Diplomacy, tact and poise under pressure, and a high tolerance for ambiguity
• Growth mindset, proactive, and action-oriented
• 3-5 years of experience