Customer Success Manager

Carta; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Equity in Carta

Private health insurance

Flexible working arrangements

Career growth

Job summary

Carta Law, part of Carta, is seeking a Strategic Customer Success Manager to lead high-value relationships with private markets clients. You’ll partner with AEs, legal delivery, and product teams to deliver strategic value, oversee quarterly business reviews, and drive net retention and ARR growth.

You’ll work in a fast-growing, AI-enabled legal services environment across London and international offices, combining commercial acumen with deep relationship management to grow key accounts.

Qualifications

• 5+ years in Customer Success, Account Management, or senior client-facing SaaS or professional/legal services.
• Experience managing senior stakeholders: GCs, CFOs, PE decision-makers.
• Strong commercial instincts with cross-sell/upsell awareness.
• Experience leading executive-level business reviews.
• Data fluency: track NDR, expansion signals and derive actions.

Responsibilities

• Own high-value accounts with a high-touch model and senior PE stakeholders.
• Lead quarterly business reviews with executives, presenting ROI and roadmap alignment.
• Partner with Account Executives on upsell/cross-sell opportunities across Contracts, Compliance, and Funds.
• Coordinate internal teams to resolve issues and drive retention and growth.
• Synthesize client feedback to influence service design and product roadmap.

Job description

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, and operations. Day-to-day you’ll partner closely with AEs, legal delivery, and product — serving as the connective tissue between Carta Law and our most strategic clients. You’ll report to the Global Head of CS.

About You

We're looking for a commercially sharp, relationship-driven senior professional who combines the strategic instincts of an account executive with the client-obsession of a great CS leader. You've managed complex, high-value relationships in fast-paced environments, and you know how to build trust at the executive level.

Specifically, We’re Looking For

• 5+ years of experience in Customer Success, Account Management, or a senior client-facing role within SaaS or professional/legal services. You've owned high-value relationships and have the commercial track record to show for it.
• Proven ability to manage senior stakeholder relationships. You're comfortable — and credible — in the room with GCs, CFOs, and PE decision-makers. You don’t just manage accounts; you build partnerships.
• Strong commercial instincts. You spot cross-sell and upsell opportunities organically, and you know how to partner with sales to close them.
• Experience leading executive-level business reviews. You know how to frame value, present ROI, and hold a senior stakeholder’s attention in a QBR.
• Full lifecycle ownership. You're comfortable managing clients from post-onboarding through to complex, mature relationships — adapting your approach at each stage.
• Outstanding verbal and written communication. You can break down complex legal, financial, or operational concepts for any audience, and you know how to tailor your message for the room.
• Data fluency. You track NDR, GDR, and expansion signals — and you use that data to drive conversations and decisions.
• High emotional intelligence. You read rooms well, navigate difficult conversations with professionalism and empathy, and maintain trust even when things get complicated.
• Prior experience in the legal industry or private markets is a significant advantage. Familiarity with venture capital, private equity, or fund operations gives you an immediate leg up in understanding our clients’ world.

What We Offer

• Competitive salary
• Equity in Carta
• Private health insurance
• Flexible working arrangements
• A high-growth environment where you’ll manage some of the most strategic accounts in the business

We are hiring for multiple levels and locations, so final offers may vary from the amounts listed based on geography, experience and expertise, and other factors.

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 Privacy, CA Candidate Privacy, and Brazil Transparency Report.
• Please note that all official communications from us will come from an @carta.com or @carta-external.com domain. Report any contact from unapproved domains to [e-mail].