Manager, Customer Success Team at Carta

Rio de Janeiro, State of Rio de Janeiro, Brazil

Apply Now

Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Venture Capital, Private Equity, Private Credit, FinTechIndustries

Requirements

Currently based in Rio de Janeiro, BR and able to come into the office 3 days a week
Minimum of 5 years of successful customer management experience including renewal negotiations
Minimum 2-3 years of people management
Proven track record in customer success resulting in increased engagement and customer satisfaction
Customer-centric and organized
Ability to work in a dynamic environment with multiple priorities
Strong cross-departmental collaboration and communication skills
Efficient time management skills

Responsibilities

Provide leadership for CSMs based in the Rio de Janeiro office by overseeing daily activities and tasks including renewal management, customer education, and other activities aimed at impacting the team’s NDR goals
Coach the team on CSM best practices and support them in their development as CSMs
Guide the team through complex renewal negotiations, aligning nuanced customer factors with Carta business goals
Establish best practices for effectively managing a Customer Success team that leverages a scaled model
Develop and implement new retention initiatives, strategies, and programs to help increase the team’s productivity
Partner with Customer Engagement Strategy and Operations to iterate on new and existing customer lifecycle-based content, campaigns, and playbooks
Act as an internal advisor, leader, and advocate for team members
Enable teams to educate customers in all segments on Carta’s broader mission of creating owners and liquidity
Work with Customer Success leadership to drive feedback on the growing requirements of all customers
Use Net Dollar Retention as the north star, aligning customers with their respective place in the journey to maximize relationships

Skills

Customer Success Management

Team Leadership

Renewal Management

Customer Education

Net Dollar Retention

CSM Best Practices

Customer Lifecycle Management

Coaching

Carta

Financial platform for fundraising and equity management

About Carta

Carta provides a platform that helps businesses, particularly startups and investment firms, manage their fundraising processes more efficiently. The platform offers a variety of tools and services that assist in asset management, back office automation, and portfolio insights. One of its standout features is the use of machine learning to provide real-time market intelligence, which helps businesses make informed decisions about employee compensation. Additionally, Carta simplifies the process of equity sales for employees and investors, making it easier to navigate what can often be a complicated area. Unlike many competitors, Carta focuses on providing a comprehensive suite of services that not only streamline fundraising but also support audit, tax, and valuation needs. The goal of Carta is to make the fundraising journey faster, easier, and more cost-effective for its clients.

San Francisco, CaliforniaHeadquarters

2012Year Founded

$1,097MTotal Funding

SERIES_GCompany Stage

Fintech, AI & Machine Learning, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Free lunch and snacks

Equity

Employee liquidity every 12-18 months

Risks

Increased competition from startups like Slice threatens Carta's market share.

Recent data breach raises concerns about Carta's data security.

Decline in venture deal count on Carta's platform indicates potential business slowdown.

Differentiation

Carta offers a comprehensive platform for managing equity electronically.

Carta provides real-time market intelligence powered by machine learning.

Carta simplifies equity sales for employees, stakeholders, and investors.

Upsides

Increased demand for digital equity management solutions benefits Carta.

Corporate Transparency Act creates a new market for Carta's compliance solutions.

Rising Series A valuations boost demand for Carta's services.

Land your dream remote job 3x faster with AI

Try Jobo Free