Senior Private Equity CSM: Adoption & Renewals

Carta Healthcare; New York (NY); On-site; USD 153,850 - 181,000; Full time

Job summary

Carta Healthcare is seeking an experienced Customer Success Manager to own and manage portfolios of existing Private Equity Firm customers. You’ll ensure customers gain value from Carta products, drive adoption of features, and manage renewals across a private equity client base.

You will collaborate with product, sales, legal, finance, marketing and support to develop adoption roadmaps and optimize account strategies, solving problems and strengthening loyalty across the book of business.

Qualifications

• 5+ years of enterprise client-facing experience, with a strong preference for backgrounds in Private Equity or Venture Capital.
• Quantitative aptitude and the ability to advisor-sell and present to clients with sophisticated investment knowledge.
• Proven track record of managing strategic account relationships with excellent communication, negotiation, and facilitation skills.
• Diplomatic and poised under pressure, with the ability to navigate difficult conversations and preserve critical client relationships.
• Proactive, organized, and detail-oriented, with a drive to deliver results, inspire customer loyalty, and drive product adoption.
• Process-driven mindset to establish, optimize, and scale operational processes related to account management.
• Collaborative and cross-functional leader who can work across internal teams to drive complex projects to completion.
• Thrives in fast-paced, dynamic environments with a high comfort level operating in uncertainty and rapidly self-educating on new domains.
• Tech-forward and efficient, with strong proficiency in leveraging AI tools to optimize workflows and data analysis.
• An empathetic and persuasive team player with highly professional interpersonal skills.

Responsibilities

• Strategic Relationship Management: Build deep, lasting relationships with key decision-makers and high-level PE stakeholders, transforming them into long-term Carta advocates.
• Customer Health & Adoption: Proactively monitor and improve account health, engagement, and adoption trends by delivering regular, data-driven insights and strategic account plans connected to the customer’s goals.
• Commercial Execution & Negotiation: Secure win-win renewal outcomes and expertly navigate contract negotiations, while managing complex commercial escalations.
• Portfolio & Revenue Expansion: Uncover white space opportunities across PE firms' broader portfolios, strategically influencing cross-sells and upsells to drive clients toward Carta's comprehensive ERP vision for Private Equity.
• Advanced Engagement: Leverage cutting-edge technology and AI tools to transform data into real insights and proactively communicate Carta’s evolving value proposition to your book of business.
• Risk Mitigation & Resolution: Act as the primary escalation point for customer issues; marshal internal resources to resolve crises efficiently and proactively mitigate churn risks.
• Cross-Functional Collaboration: Partner closely with R&D and Customer Support teams to synthesize and share client feedback, directly influencing the product roadmap.
• Value Maximization & Advocacy: Deeply understand unique client workflows to help them extract maximum value from the platform, ultimately activating them as references for prospective clients.

Skills

Enterprise client-facing

Private Equity

Quantitative aptitude

Client advisory skills

Strategic account management

Diplomatic client handling

Detail oriented

Process-driven mindset

Cross-functional leadership

Fast-paced environments

Tech-forward thinking

Empathetic team player

Job description

Carta Healthcare is seeking an experienced Customer Success Manager to own and manage portfolios of existing Private Equity Firm customers. You’ll ensure customers gain value from Carta products, drive adoption of features, and manage renewals across a private equity client base.

You will collaborate with product, sales, legal, finance, marketing and support to develop adoption roadmaps and optimize account strategies, solving problems and strengthening loyalty across the book of business.