Customer Success Manager

The Problems You'll Solve

As a Scaled Customer Success Manager, you'll own a portfolio of 40+ accounts post-onboarding — using smart prioritisation, great tooling, and a medium-touch model to drive retention and expansion across a broad book of business.

Specifically, you'll:

Own a portfolio of accounts as their primary contact post-onboarding — building strong relationships and ensuring clients are consistently getting value from Carta Law.
Triage and prioritise your portfolio by risk, strategic value, and expansion opportunity — deploying your time where it has the greatest commercial impact.
Conduct quarterly check-ins and bi-annual Executive Business Reviews — keeping clients engaged, informed, and aligned to their goals.
Leverage CS tooling and AI to manage portfolio health at scale — tracking account signals, personalising outreach, and identifying at-risk accounts before they churn.
Partner with Account Executives (AE) on renewals and expansion opportunities — identifying whitespace across Contracts, Compliance, and Funds, and surfacing commercial conversations at the right moment.
Synthesise account signals and surface client feedback to product and operations — acting as the voice of your clients internally to influence service design and roadmap.
Drive significant Net Dollar Retention across your portfolio, with a focus on whitespace opportunities, proactive risk management and early intervention.
Contribute to playbook development, sharing learnings that improve the scaled model for the whole team.
The Team You'll Work With

You'll be joining our Carta Law Customer Success (CS) team. We manage the full client lifecycle — from welcoming new clients through onboarding to building deep, lasting relationships with established fund managers and their legal teams.

We sit at the intersection of legal delivery, commercial strategy, and operations. Day-to-day you'll partner closely with AEs, legal delivery, and the CS Program Manager to ensure clients across your portfolio are healthy and growing. You'll be a key part of the team reporting to the Global Head of CS.

About You

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.