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 . Strategic Customer Success Manager Carta Law · Customer Success About Carta Law Carta Law is the world's largest AI-native legal services platform — rebuilding how legal work is structured, delivered and scaled. Combining deep legal expertise with proprietary AI infrastructure, we serve the world's leading venture-backed companies, founders and investors across every critical moment in a company's lifecycle: incorporation, fundraising, secondaries, governance and exit. We sit inside Carta — the operating system for private markets. Our captive client base spans more than 70,000 companies across every stage of growth, giving Carta Law a deal-flow advantage no traditional firm can replicate. We are not a traditional law firm. We are a technology company building the future of legal services — operating at the intersection of venture financing, software and AI, and scaling rapidly across the Americas, London and APAC. A dedicated team of R&D and product engineers, based across San Francisco, New York and London, works alongside our lawyers to build that future. The Problems You'll Solve As a Strategic Customer Success Manager, you'll own our most important client relationships — managing high-value accounts with a high-touch model, building senior partnerships with the PE decision-makers who matter most, and driving the retention and expansion that gets Carta Law to its ambitious ARR goals. Our dedicated high-touch model has delivered exceptional YoY ARR growth on the accounts it covers. This role scales that model. Specifically, you'll: • Manage a portfolio of high-value accounts with a high-touch coverage model — acting as the primary relationship point for senior PE stakeholders, GCs, and executive teams. • Build deep, trusted relationships with PE decision-makers — not just day-to-day users — positioning Carta Law as a strategic partner rather than a vendor. • Lead Quarterly Business Reviews with executive stakeholders, presenting ROI, strategic value, and roadmap alignment. • Partner with Account Executives (AE) on upsell, cross-sell, and late-stage sales cycles — identifying whitespace across Contracts, Compliance, and Funds and converting commercial conversations into revenue. • Serve as the escalation point for your accounts across legal delivery, finance, sales, and product — resolving complex issues with urgency and professionalism. • Coordinate monthly data packs for your accounts, tracking NDR, retention rate, and expansion trends. • Act as the voice of your clients internally — synthesising relationship intelligence, feedback, and usage signals to influence service design and product roadmap. • Drive significant Net Dollar Retention across your portfolio. The Team You'll Work With You'll be joining our Carta Law Customer Success (CS) team. We manage the full client lifecycle — from welcoming new clients through onboarding to building deep, lasting relationships with established fund managers and their legal teams. We sit at the intersection of legal delivery, commercial strategy,