Customer Success Manager

Carta; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading software company is seeking a Customer Success Manager in the UAE. You will be responsible for driving customer engagement, retention, and product adoption among a portfolio of clients. The ideal candidate has over 5 years of experience in Customer Success, ideally in a SaaS environment, and excels at building relationships and navigating challenges. Strong communication and adaptability skills are essential, and experience with customer success platforms is advantageous. This position offers the opportunity to shape customer interaction strategies and drive meaningful impact in a dynamic setting.

Qualifications

• More than 5 years of experience in Customer Success or Account Management role.
• Proven ability to thrive in a fast-paced environment.
• Experience with AI tools and automations is a plus.

Responsibilities

• Pioneer customer success strategies for client engagement.
• Develop consultative relationships with assigned customers.
• Drive product adoption and retention while gathering customer insights.

Skills

Customer Success management

Relationship building

Problem solving

SaaS knowledge

Stakeholder collaboration

Adaptability

Tools

Salesforce

Jira

Metabase

Customer Success platforms

Job description

The Company You’ll Join

Carta connects founders, investors, and limited partners through world‑class software purpose‑built for everyone in venture capital, private equity, and private credit. Trusted by 65,000 companies in 160 countries, Carta’s platform of software and services lays the groundwork so you can build, invest, and scale with confidence.

Carta’s Fund Administration platform supports 9,000 funds and SPVs representing nearly $185 B in assets under management with tools designed to enhance the strategic impact of fund CFOs. Recognized by Fortune, Forbes, Fast Company, and as a Great Place to Work, Carta is shaping the future of private market infrastructure.

Together Carta is creating the end‑to‑end ERP platform for private markets. Traditional ERP solutions don’t work for private funds. Private capital markets need a comprehensive software solution to replace outdated spreadsheets and fragmented service providers. Carta’s software for the Office of the Fund CFO does just that – it’s a new category of software to make private markets look more like public markets, a connected ERP for private capital.

For more information about our offices and culture, check out our Carta careers page.

The Team You’ll Work With

The Customer Success team here at Carta is a key part of the broader Corporations business unit. We manage the full lifecycle of our 38,000 Private Markets customers from early stage to 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.

The Problems You’ll Solve

• Pioneer the in‑market CS motion; building and optimising an operating model to best serve the needs of your customers and maximise their growth.
• Own the success and health of assigned clients by developing strategies for increasing engagement, revenue, and mitigating churn.
• Develop consultative relationships with assigned territory of customers by delivering value‑sharing best practices and acting as the voice of the customer internally.
• Drive product adoption and usage of Carta throughout the customer journey.
• Drive retention and growth among our customers by understanding their business needs and identifying additional ways Carta can support them.
• Ensure all our customers feel valued by gathering insights about their adoption trends, engagement, overall health and sentiment.
• Marshal resources internally as needed to resolve customer issues and 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.
• Work with cross‑functional teams to improve processes that scale.
• Leverage technology to proactively engage with customers at scale regarding Carta’s values, upsell opportunities and upcoming renewals.
• Negotiate win‑win outcomes for the customer and Carta.

The Impact You’ll Have

By building relationships and proactively engaging with our 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.

About You

We’re looking for our first flagship CS hire in the UAE: a self‑starter, go‑getter, resourceful professional excited to build a top‑tier customer experience in the market. You’ll be part of a larger international customer‑centric CS team who know how to work in a dynamic environment with multiple priorities. Cross‑departmental collaboration and communication is critical to success in the role as well as efficient time addition; we’re prioritising:

• More than 5 years of prior experience working in a Customer Success or Account Management role, preferably in a SaaS environment.
• The candidate should be a self‑starter who thrives in a fast‑paced environment with a proven ability to build and manage relationships.
• Diplomacy, tact, and poise under pressure and a high tolerance for ambiguity are essential qualities for this role.
• A growth mindset, proactive approach, and action‑oriented mindset are highly valued in this position.
• Experience working with any customer success platforms such as Catalyst, Salesforce, Jira, Metabase is a plus.
• Fluency in everyday AI tools such as Gemini & Glean as well as automations & process optimisations including platforms such as n8n.

Disclosures

Disclosures:

• We are an equal opportunity employer and are committed to providing a positive interview experience for every candidate. If accommodations due to a disability or medical condition are needed, please connect with the talent partner via email.
• Carta uses E‑Verify in the United States for employment authorization. See the E‑Verify and Department of Justice websites for more details.
• For information on our data privacy policies see PrivacyCA Candidate Privacy and Brazil Transparency Report.
• Please note that all official communications from us will come from an @ or @ domain. Report any contact from unapproved domains to

Required Experience:

Manager