Customer Success Manager

4 days ago

San Francisco, California, United States Carta Full time
About the Role

We are seeking a highly skilled Customer Success Manager to join our team at Carta. As a key member of our Customer Success organization, you will be responsible for driving successful outcomes for our customers, ensuring their satisfaction and loyalty, and ultimately contributing to the growth and success of our business.

Key Responsibilities
  • Provide leadership and guidance to our senior Customer Success Managers, overseeing daily activities and tasks to achieve Net Dollar Retention (NDR) goals.
  • Manage a team of high-performing senior Customer Success Managers, who manage our most strategic customers, and provide coaching and development opportunities to help them grow in their roles.
  • Collaborate with cross-functional teams, including Customer Engagement Strategy and Operations, to iterate on new and existing customer life cycle-based content, campaigns, and playbooks.
  • Partner with Customer Success leadership to drive feedback on the growing requirements of all customers and identify opportunities for process improvements.
  • Develop and implement strategies to educate customers on Carta's broader mission of creating owners and liquidity, and work with the team to drive results across multiple functions and exceed allotted targets.
Requirements
  • Minimum of 7 years of successful customer management experience, including renewal negotiations, with a strong preference for 3-4 years of people management experience.
  • Completed CEP level 1/2 or willingness to study and complete the exam.
  • Proven track record in customer success resulting in increased engagement and customer satisfaction that impacted retention and expansion.
  • Strong operational discipline with an analytical, process-oriented mindset and a data-based approach to decision making.
  • Resourceful and creative problem-solving skills to provide optimal business or technical solutions.
  • Customer-first mindset, with a focus on seeking solutions to ensure greater lifetime value for our clients.
  • Excellent oral and written communication skills, with the ability to work cross-functionally with a broad range of internal and external clients.
  • Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.
  • Strong interpersonal skills, with an emphasis on building strong internal and external relationships.
  • Proven ability to drive results across multiple functions and exceed allotted targets.
  • Diplomacy, tact, and poise under pressure, with a high tolerance for ambiguity.
  • Growth mindset, proactive, and action-oriented.
  • Experience with CS software tools such as Salesforce, Catalyst, Chorus, Outreach, etc.
What We Offer

We offer a competitive salary, equity for all full-time roles, exceptional benefits, and a commissions plan for applicable roles. 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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