Scaled Customer Success Manager - AI-Powered Legal Tech

Carta; New York (NY); On-site; USD 129,000 - 144,000; Full time

Benefits offered by this job

Competitive salary

Equity

Health insurance

Flexible work

Commission plans

Job summary

Carta is seeking a Scaled Customer Success Manager in New York to own a 40+ account portfolio post-onboarding, driving retention, value delivery, and expansion. You will triage high-potential accounts, collaborate with AEs on renewals, and use CS tooling and AI to monitor health signals across funds, contracts, and private markets.

You’ll partner with legal delivery, product, and operations to ensure client success, nurture relationships, and propel ARR growth.

Qualifications

• 3+ years in Customer Success or Account Management within SaaS or professional services.
• Portfolio management experience: handle 40+ accounts.
• Strong communication with clients; proactive and empathetic.
• Commercial instincts to spot expansion and drive ARR.
• Data-driven: monitor health scores and expansion signals.
• Comfort with CS tooling and AI to manage portfolios.
• Cross-functional collaboration with AEs, legal delivery, product, and operations.
• Experience in legal or private markets is a plus.

Responsibilities

• Own a 40+ account portfolio post-onboarding — building strong relationships and ensuring clients get value.
• Triage portfolio by risk, strategic value, and expansion opportunities.
• Conduct quarterly check-ins and bi-annual Executive Business Reviews.
• Leverage CS tooling and AI to manage portfolio health at scale.
• Partner with Account Executives on renewals and expansion opportunities.
• Synthesize account signals and surface client feedback to product and ops.
• Drive Net Dollar Retention with focus on whitespace and proactive risk management.
• Contribute to playbook development to improve the scaled model.

Skills

Portfolio management

Customer Success

Account management

Client communication

Commercial instinct

Data-driven

AI tooling

Cross-functional collaboration

Legal/private markets knowledge

Job description

Carta is seeking a Scaled Customer Success Manager in New York to own a 40+ account portfolio post-onboarding, driving retention, value delivery, and expansion. You will triage high-potential accounts, collaborate with AEs on renewals, and use CS tooling and AI to monitor health signals across funds, contracts, and private markets.

You’ll partner with legal delivery, product, and operations to ensure client success, nurture relationships, and propel ARR growth.