Senior Private Equity Customer Success Manager

About the role

Carta is building an AI-native ecosystem to manage private capital, serving 55,000 companies and 1.8 million equity holders. As a Senior Customer Success Manager for Private Equity, you will define the post-sales strategy for our PE firm clients. You will manage a portfolio of complex accounts, driving product adoption, renewals, and expansion while acting as a primary advocate for client needs within the organization. In this capacity, you will translate the intricacies of private equity deal structures into clear value propositions for the platform. You will leverage your expertise to ensure that critical milestones such as capital calls and distributions are seamlessly tracked within Carta. The role requires a proactive mindset to anticipate client needs and address them before they escalate into operational friction. You will be instrumental in shaping the narrative of how technology empowers the modern private equity firm.

Key facts

What you'll do

• Develop and execute strategic account plans to ensure clients derive maximum value from the Carta platform, aligning specific product modules with the firm's unique investment thesis.
• Manage the full renewal lifecycle, including complex contract negotiations and commercial escalations, ensuring retention targets are met or exceeded.
• Identify and execute on cross-sell and upsell opportunities across the broader portfolios of PE firms, uncovering new use cases for the Carta ecosystem.
• Monitor account health metrics and deliver data-driven insights to key decision-makers, utilizing dashboards to highlight trends and risks.
• Collaborate with R&D, sales, legal, finance, and support teams to resolve issues and influence the product roadmap based on real-world feedback.
• Build and scale operational processes for the newly formed PE customer success function, establishing best practices and playbooks.
• Act as the primary liaison between the client and internal stakeholders, ensuring transparency and trust in all communications.
• Conduct deep dives into portfolio company data to validate the accuracy of cap table information and ownership structures.
• Facilitate training sessions tailored to the specific roles of GPs and analysts within the private equity firm.
• Document standard operating procedures for using Carta in scenarios such as IPO preparation or secondary transactions.
• Partner with finance teams to model the total cost of ownership and demonstrate ROI for the technology investment.
• Lead quarterly business reviews that showcase product utilization and outline future state capabilities.

Requirements

• 5+ years of experience in enterprise client-facing roles, with a proven track record of managing complex B2B relationships.
• Background in Private Equity or Venture Capital, with a solid understanding of the lifecycle of a fund from fundraising to exit.
• Quantitative aptitude with the ability to present complex investment concepts to sophisticated stakeholders, translating financial models into clear narratives.
• Experience managing strategic relationships and navigating difficult negotiations, particularly around pricing and contract terms.
• Ability to thrive in fast-paced environments and operate effectively in areas of ambiguity, balancing multiple priorities under tight deadlines.
• Proficiency in using AI tools to analyze data and improve workflow efficiency, leveraging technology to automate reporting and insights.
• Strong organizational skills with a focus on building scalable operational processes that can be replicated across a growing customer base.
• Willingness to travel primarily within the San Francisco Bay Area for client meetings and internal planning sessions.
• Eligibility to work in the United States without sponsorship for this role, as Carta participates in E-Verify.
• Commitment to maintaining the confidentiality and security of client data at all times, in accordance with company policies.

Nice to have

• Familiarity with the specific workflows and terminology used by limited partners and general partners in the private equity industry.
• Experience with CRM platforms such as Salesforce, particularly in a B2B enterprise context.
• Knowledge of capital markets, fund accounting, and the regulatory environment surrounding investment firms.
• Background in software implementation or consulting within the financial services sector.
• Demonstrated ability to mentor junior team members and contribute to the development of the broader function.

Practical notes

• Carta participates in E-Verify for employment authorization in the United States.
• The company provides equity for all full-time positions.
• Official communications will only originate from @carta.com or @carta-external.com email domains.
• Accommodations for disabilities or medical conditions are available upon request during the interview process.