Customer Success Manager

Carta
London
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementSkills: ["Client-focused","Commercial awareness","Relationship building","Cross-functional collaboration","Communication","Emotional intelligence","Risk identification","Problem solving","Adaptability","Curiosity"]

Own the success and health of a portfolio of private fund manager clients from onboarding through long-term growth. Drive satisfaction by proactively monitoring account health, identifying risks, and developing mitigation plans. Build trusted advisor relationships, collaborate across legal delivery, sales, marketing, and operations, and surface cross-sell/upsell opportunities. Use CS tooling and emerging AI to track activity, personalize engagement, and strengthen customer experience at scale.

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FursaFursa
Carta
Carta
15 hours ago

Customer Success Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Own the success and health of a portfolio of private fund manager clients from onboarding through long-term growth. Drive satisfaction by proactively monitoring account health, identifying risks, and developing mitigation plans. Build trusted advisor relationships, collaborate across legal delivery, sales, marketing, and operations, and surface cross-sell/upsell opportunities. Use CS tooling and emerging AI to track activity, personalize engagement, and strengthen customer experience at scale.
Location: London
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Own client success from onboarding through mature, complex relationships for private fund managers and client companies.
  • •Proactively drive client satisfaction by monitoring account health, identifying risks early, and executing engagement strategies.
  • •Build and maintain trusted advisor relationships by understanding each client's business, structure, and long-term goals.
  • •Partner with sales to identify and progress cross-sell and upsell opportunities based on client needs.
  • •Collaborate with legal delivery and internal teams to ensure smooth onboarding handoffs and improve client communications and processes.

Key Requirements

  • •5+ years of experience in Customer Success or Account Management, ideally in SaaS or professional/legal services.
  • •Experience owning the full client lifecycle, adapting approaches as relationships mature.
  • •Ability to collaborate cross-functionally with delivery, sales, marketing, and operations to drive outcomes.
  • •Strong commercial instincts to identify and progress cross-sell and upsell opportunities with sales.
  • •Excellent verbal and written communication skills to translate complex legal, financial, or operational concepts.
Experience:SaaSProfessional/legal servicesLegal industryLegal techPrivate marketsVenture capitalPrivate equityFund operations
Skills:Client-focusedCommercial awarenessRelationship buildingCross-functional collaborationCommunicationEmotional intelligenceRisk identificationProblem solvingAdaptabilityCuriosity
Tech Stack:CS toolsAI toolsAI

Company Brief

Carta
Provides equity management, cap table software, and valuation services for private companies and investors. Carta streamlines ownership tracking, employee equity plans, and compliance for startups, venture-backed firms, and venture capital investors.
Industry: Fintech Infrastructure
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series G
Headquarters: San Francisco, United States
Founded: 2012
WebsiteLinkedIn