Customer Success Manager
4 hours ago
We are seeking a highly skilled Customer Success Manager to join our team at Carta. As a Customer Success Manager, you will be responsible for driving successful outcomes for our customers, mitigating churn, and affecting expansion. You will work closely with our cross-functional teams to ensure seamless customer experiences and drive growth.
Key Responsibilities- Provide leadership for our most senior CSMs, overseeing daily activities and tasks, including renewal management, customer education, and other activities aimed at impacting the team's NDR goals.
- Manage a team of high-performing senior ICs who manage our most strategic customers.
- Coach the team on CSM best practices and support them in their development as CSMs.
- Guide your team in managing strategic customer interactions and projects, including renewals, EBRs, and others, partnering with our admin services team and other cross-functional partners.
- Partner with Customer Engagement Strategy and Operations to iterate on new and existing customer life cycle-based content, campaigns, and playbooks.
- Act as an internal advisor, leader, and advocate for team members.
- Enable teams to educate customers in all segments on Carta's broader mission of creating owners and liquidity.
- Work with Customer Success leadership to drive feedback on the growing requirements of all customers.
- Effectively manage cross-functional projects that will improve internal processes for our CSMs and/or directly impact the customer experience.
- Use Net Dollar Retention as the north star, aligning customers with their respective place in the journey to maximize relationships.
We're looking for customer-centric, organized professionals who know how to work in a dynamic environment with multiple priorities. You should have a minimum of 7 years of successful customer management experience, including renewal negotiations, and a strong preference for 3-4 years of people management. You should also have a proven track record in customer success resulting in increased engagement and customer satisfaction that impacted retention and expansion.
Cross-departmental collaboration and communication is critical to success in this role, and efficient time management is essential. You should be able to work in either our San Francisco or New York City offices and be able to come into the office 3 days a week.
What We OfferWe offer a market-competitive salary, equity for all full-time roles, exceptional benefits, and, for applicable roles, commissions plans. Our minimum cash compensation (salary + commission if applicable) range for this role is $200,000 OTE in SF and NY.
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 recruiter via email.
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