Senior Equity Operations Manager
Grammarly
Senior Customer Success Manager II
Carta
full-time
Posted on:
Location Type: Office
Location: New York City • New York • 🇺🇸 United States
Visit company websiteSalary
💰 $139,200 - $174,000 per year
Job Level
Senior
About the role
- Own the success and health of assigned clients by developing strategies aimed to increase engagement and mitigate churn
- Become a trusted advisor; develop deep relationships with strategic customers by delivering value, sharing best practices and acting as the voice of customer internally
- Drive product adoption and usage of Carta throughout the customer journey
- Lead discovery around private liquidity and IPO advisory to ensure clients are aware of and engaged with our service offerings
- Drive retention and growth among valuable customers by understanding their business needs and developing strategic account plans
- Maintain a regular cadence of communication with customers; share insights about adoption trends, engagement, overall health and sentiment
- Marshall resources internally as needed to resolve customer issues; proactively identify areas of risk and develop plans to address these needs
- Collaborate with R&D and Customer Support teams to resolve issues and share customer feedback to improve product
- Leverage technology to proactively engage with customers at scale regarding Carta’s value and upcoming renewals
- Identify liquidity opportunities aligned with the customer lifecycle and collaborate with cross-functional teams to engage customers with services
- Contribute to securing pipeline for private and public liquidity opportunities and drive strategic value for Late Stage Private customers
Requirements
- Strong verbal and written communicator who can break down complex concepts
- Experienced negotiator with high EQ who has managed large renewals working with procurement teams, procurement vendors, and finance professionals
- Proven ability to build and manage relationships, preferably in a SaaS environment, balancing the client and Carta goals
- Diplomacy, tact, and poise under pressure, and a high tolerance for ambiguity
- Prior experience working in venture capital or private equity space is a plus
- Experience working with any customer success platforms such as Gainsight, Catalyst, Client Success, or Churn Zero
- Problem solver with a growth mindset who is proactive, action-oriented, and attentive to detail
- Adaptability in the midst of shifting priorities
- Exposure to complex product offerings is a plus
- Willingness to take CEP exams if not already certified
- Experience managing large renewals and negotiating with procurement and finance teams
- Employment authorization in the United States (Carta uses E-Verify)
Benefits
- Market competitive salary
- Equity for all full time roles
- Exceptional benefits
- Commission plans (for applicable roles)
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successnegotiationstrategic account planningproduct adoptionliquidity advisoryrenewal managementrelationship managementproblem solvinggrowth mindsetattention to detail
Soft skills
verbal communicationwritten communicationemotional intelligencediplomacytactpoise under pressureadaptabilityproactivitycollaborationcustomer engagement
Certifications
CEP certification
