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Manager, Founder Success

Carta

Carta

Rio de Janeiro, RJ, Brazil · New York, USA
Posted on Thursday, May 2, 2024

The Company You’ll Join

Carta is a platform that helps people manage equity, build businesses, and invest in the companies of tomorrow. Our mission is to unlock the power of equity ownership for more people in more places.

Carta is trusted by more than 40,000 companies and over two million people in nearly 160 countries to manage cap tables, compensation, and valuations. Carta also supports nearly 7,000 funds and SPVs, and represents nearly $130B in assets under administration. Carta's tender offer solutions have returned $14B to shareholders in secondary transactions. Today, Carta’s platform manages nearly three trillion dollars in equity globally.

For more information about our offices and culture, check out our Carta careers page.

The Problems You'll Solve

  • Provide leadership for CSM’s based in our 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 CSM’s
  • Establish best practices for how to effectively manage a Customer Success team that leverages a pooled model, develop and implement new retention initiatives, strategies, and programs to help increase your team’s productivity
  • Partner with Customer Engagement Strategy and Operations to iterate on new and existing customer life cycle 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

The Team You'll Work With

The Customer Success team here at Carta is a global team that is a key part of the broader Corporations business unit. We manage the full lifecycle of our 33,000+ Private Markets customers, from early stage to IPO. Many of these companies drive the direction of our product and vision. This team is hyper-focused on the health and growth of these valuable customers, and is purely dedicated to their success.

The Impact You'll Have

In this role, you will be directly impacting our Net Dollar Retention, by mitigating churn, affecting expansion, and setting up our early stage founders for success. The Customer Success team is responsible for driving successful outcomes for the installed base in its entirety and the Founder Success Team is responsible for a significant portion of our client base.

About You

We’re looking for customer-centric, organized professionals, who know how to work in a dynamic environment with multiple priorities based in either our New York City or Rio de Janeiro offices.

Cross-departmental collaboration and communication is critical to success in the role, and efficient time management is essential as well. In addition, we’re prioritizing:

  • Currently based in Rio de Janeiro, BR OR New York City and able to come into the office 3 days a week
  • Minimum of 5 years of successful customer management experience including renewal negotiations and minimum 2-3 years of people management
  • Proven track record in customer success resulting in increased engagement and customer satisfaction that impacted retention and expansion
  • Strong operational discipline with an analytical, process-oriented mindset and a data-based approach to decision making
  • Resourceful and creative problem solving skills in order to provide optimal business or technical solutions
  • Customer-first mindset, with a focus on seeking solutions to ensure greater lifetime value for our clients
  • Excellent oral and written communication skills along with an ability to work cross-functionally with a broad range of internal and external clients
  • Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption
  • Strong interpersonal skills, with an emphasis on building strong internal and external relationships
  • Proven ability to drive results, across multiple functions, and exceed allotted targets
  • Diplomacy, tact and poise under pressure, and a high tolerance for ambiguity
  • Growth mindset, proactive, and action-oriented
  • Experience with CS software tools such as Salesforce, Catalyst, Chorus, Outreach, etc.

Salary

We are hiring for multiple levels and locations, so final offers may vary from the amounts listed based on geography, experience and expertise, and other factors. Carta’s compensation package includes a market competitive salary, equity for all full time roles, exceptional benefits, and, for applicable roles, commissions plans. Our minimum cash compensation (salary + commission if applicable) range for this role is $116,000 - $174,000 in New York, NY.

Final offers may vary from the amount listed based on geography, candidate experience and expertise, and other factors.

We are an equal opportunity employer and are committed to providing a positive interview experience for every candidate. If accommodations due to a disability or medical condition are needed, please connect with the recruiter via email. As a company, we value fairness, helpfulness, transparency, leadership and build our teams around these values. Check out our careers page to get to know us better as you think about your next step at Carta.

Important Security Notice for Candidates

Our company has been targeted by individuals creating fake domains similar to ours to scam prospects and candidates. Please note that all official communications from us will come from an @carta.com domain. Be cautious of any requests for sensitive information or payments outside of our official channels. For more information about this type of scam, please review the guidelines provided by the Federal Trade Commission (FTC). If you encounter any suspicious activity, please report it immediately to [email protected].

Awards and Acknowledgements

Companies and funds like Tribe and Pipe build their businesses on Carta. The company has been included on the Forbes World’s Best Cloud Companies, Fast Company's Most Innovative list, and Inc.’s Fastest-Growing Private Companies. We’ve also been recognized as a 2023 Built In Best Place to Work in the U.S., a Muse VIBE Award winner in the Vacation and Time Off category and certified as a Great Place to Work.

Interested in data privacy? Check out our policies on Privacy and CA Candidate Privacy.