Scaled CS Manager — LegalTech & AI

Carta, Inc.; New York (NY, NJ); Hybrid; USD 129,000 - 144,000; Full time

Benefits offered by this job

Equity in Carta

Private health insurance

Flexible working arrangements

High-growth environment

Job summary

Carta Law is seeking a Scaled Customer Success Manager to own a portfolio of 40+ accounts post-onboarding, using smart prioritisation, tooling and a medium-touch model to drive retention and expansion. You'll partner with AEs, legal delivery and product teams to ensure health, growth and strong client relationships across Fund managers and their legal teams, reporting to the Global Head of CS.

You'll triage by risk and expansion opportunities, conduct quarterly check-ins and executive reviews,

Qualifications

• 3+ years of experience in Customer Success or Account Management within SaaS or professional services (portfolio management).
• Portfolio management experience handling 40+ accounts simultaneously.
• Strong client communication skills with proactive relationship building.
• Commercial instincts with sight for ARR expansion and collaboration with sales.
• Data-driven approach: track health scores and expansion signals.
• Familiarity with CS platforms and AI tools to manage portfolios at scale.
• Cross-functional collaboration with AEs, legal delivery, product and operations.
• Prior experience in the legal industry or private markets is a significant advantage.

Responsibilities

• Own a portfolio of 40+ accounts post-onboarding, building relationships and ensuring value from Carta Law.
• Triage portfolio by risk, strategic value, and expansion opportunity.
• Conduct quarterly check-ins and bi-annual Executive Business Reviews.
• Use CS tooling and AI to manage portfolio health at scale and surface at-risk accounts.
• Partner with Account Executives on renewals and expansion opportunities.
• Synthesize client feedback to influence product and operations roadmaps.
• Drive Net Dollar Retention with a focus on whitespace opportunities and risk management.
• Contribute to playbook development for the scaled model.

Skills

Portfolio management

Client communication

Commercial instincts

Data-driven

AI tools

Cross-functional collaboration

Legal/Private markets knowledge

Account management

Job description

Carta Law is seeking a Scaled Customer Success Manager to own a portfolio of 40+ accounts post-onboarding, using smart prioritisation, tooling and a medium-touch model to drive retention and expansion. You'll partner with AEs, legal delivery and product teams to ensure health, growth and strong client relationships across Fund managers and their legal teams, reporting to the Global Head of CS.

You'll triage by risk and expansion opportunities, conduct quarterly check-ins and executive reviews,