Customer Success Manager

The Problems You’ll Solve

At Carta, our employees set out on a mission to unlock the power of equity ownership for more people in more places. We believe that the problems we solve today unlock the opportunities of tomorrow. As an SMB CSM, you’ll work to: 

• Ensure the overall success of customer accounts; driving product adoption, satisfaction and retention of a large volume of our customer base (SMB/smaller Mid-Market) using a proactive and reactive approach.
• Create tailored and consistent communications (at scale) to increase engagement i.e. recorded training sessions, success play-books, campaigns.
• Use data analysis to plan campaigns that are strategically targeted to the persona, segment and life-cycle stage of the customer. You are keen to know more and curious about customer trends & insights. 
• Quickly build consultative relationships with key stakeholders through targeted emails, short videos, webinars, and conversations.
• Proactively reach out to customers to support, educate and maximize the value customers get from our product; leveraging automation tools that will aid our digital strategy to engage with a large book of business.
• Gather customer feedback and requirements where possible, to then inform how you build resources in communications/ nurture flows and the product as needed
• Identify growth opportunities through data analysis and value-driven conversations; you will work closely with our CSMs who are responsible for upsells
• Respond to day-to-day (customer success-related) queries via our customer success inbox such as queries relating to their account / subscription and billing.
• Price customer renewals and handle the renewal communications with the ability to navigate any pushback due to commercials. 
• Deal with any churn conversations and apply success plans where needed.

The Team You’ll Work With

We strive to provide a best in class service and an incredible experience for each and every customer. This is a fantastic opportunity to kick start or grow your career in Customer Success; having a major impact on our internal team and customers.

You'll be responsible for managing our large segment of small to medium customers for our Capdesk product line. You will be reporting into our Customer Success Lead, Rosie, and together, you will own the overall relationship of our SMB customer base, which will include: increasing platform adoption and engagement, ensuring retention and ongoing satisfaction.

Carta’s London and Denmark locations are a product of our 2022 acquisitions of Capdesk and Vauban. Now operating as one global Carta entity, our U.K. and Denmark locations will  enhance the Carta platform with Capdesk and Vauban as proprietary products.Click the links to read more about the acquisition of Capdesk from Carta and Vauban from Carta

About You

• Confident individual with an empathetic positive attitude, with a passion to help customers achieve their goals
• At least 2 years experience in customer success / service / support; resilient but with  customer experience always at forefront. 
• Exceptional written and verbal communication skills; experience in writing communication at scale (for example campaigns)
• Adept at time management and prioritisation; you are somebody who can juggle several tasks / projects simultaneously and continue to deliver high quality work.
• Successful SMB CSMs are highly organised individuals who utilise a proactive approach, based on data and a deep understanding of our product and services
• Finely tuned problem-solving skills; you never present a problem without a solution and always work resourcefully to get there
• You can work efficiently & effectively, with an iterative approach to your way of working. We work at a fast pace so being able to adapt is imperative.
• Possess a strong work ethic and relentless attitude to achieve success

At Carta, you’re not just an employee. You’re a builder who is creating  infrastructure that accelerates innovation and empowers more ownership. Cartans are helpful, relentless, unconventional and kind; representing Carta’s Identity Traits. They work collaboratively and cross functionally  to challenge the status quo; working towards a common goal of creating more owners in the private markets.