Carta Scaled Customer Success Manager at Carta Law managing a portfolio of 40+ accounts post-onboarding to drive retention and expansion. Uses prioritization, tooling, and AI to maintain client relationships and identify commercial opportunities.
Responsibilities
Own a portfolio of accounts as primary contact post-onboarding
Build strong client relationships ensuring consistent value delivery
Triage and prioritize portfolio by risk, strategic value, and expansion opportunity
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
Qualification
We're looking for a client-focusedSpecificallyPortfolio management experienceStrong client communication skillsCommercial instinctsData-driven approachComfort with tooling and AICross-functional collaboration
Required
We're looking for a client-focused, commercially aware professional who knows how to manage a broad book of business without losing the personal touch. You're organised, data-driven, and energised by the challenge of driving real outcomes at scale.
Specifically, we're looking for:
3+ years of experience in Customer Success or Account Management within SaaS or professional services. You've managed a portfolio of accounts and know how to balance competing priorities without dropping anything.
Portfolio management experience. You're comfortable managing 40+ accounts simultaneously — using data and tooling to triage effectively and deploy your time where it matters most.
Strong client communication skills. You communicate proactively, build rapport quickly, and handle difficult conversations with professionalism and empathy.
Commercial instincts. You spot expansion opportunities organically and know how to partner with sales to take them forward. You understand what drives ARR and how CS contributes.
Data-driven approach. You track GDR, account health scores, and expansion signals — and use them to drive decisions.
Comfort with tooling and AI. You're experienced with CS platforms and either already using AI to manage your portfolio more efficiently, or you're eager to.
Cross-functional collaboration. You work naturally with AEs, legal delivery, product, and operations — marshalling internal resources to get things done for your clients.
Prior experience in the legal industry or private markets is a significant advantage. Familiarity with venture capital, private equity, or fund operations gives you an immediate leg up in understanding our clients' world.
