Job details

Senior Manager, Customer Success Strategy & Operations (Post-sales)

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.

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.

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

The Team You’ll Work With

You’ll be joining our GTM Operations team as Sr. Manager of Post-Sales Strategy and Ops for our Corporations or Venture Capital business lines. This team includes operations, strategy and enablement and works closely to drive revenue, efficiency and the customer experience.

The Problems You’ll Solve

You will help us

Constantly improve our customer success and delivery experience through data, insights, strategy and process
Equip our customer success and delivery leaders and executives with the insights to make key investment and people decisions

Key responsibilities of this role

Proactively evaluate, assess and optimize strategies to improve customers success and delivery metrics, including:

Net retention (e.g., upsell, expansion, churn, contraction)
Customer satisfaction (e.g., CSAT, NPS)
Implementation (e.g., onboarding success rate, time to onboard)
Support (e.g., SLA attainment, time to resolution, first-touch resolution)

Drive the operational cadence to amplify customer success and delivery

Define/refine the cascade of metrics to review, in coordination with customer success, delivery and ops partners
Coordinate weekly reviews of customer success and delivery metrics
Lead the quarterly segment strategy, territory carve and quota setting for customer success teams
Deliver executive-level visibility and updates

Partners and Stakeholders

Post-sales teams and leaders (your stakeholders)

Customer success teams
Implementation teams
Support teams

In our broader GTM Ops org (your team partners)

GTM enablement
Marketing, CS/Delivery and BD Operations

In our broader GTM org (your GTM partners)

Business Technology leads Salesforce administration, QTC and system-to-system integrations

Additional partners with SOPS (your Company partners)

Deal desk - partner with finance
Incentive compensation - finance

About You

- Cross-functional communication
- Experience leading Customer Success and/or Delivery teams in a strategic capacity teams at scale for SaaS companies
- Experience with mix of high-volume, low ACV models and high-value strategic accounts is a plus
- In-depth understanding of overall business operations and excellent project management skills; a track record of working with multiple stakeholders across the business to build consensus and drive decisions.
- Experience leveraging data and a modern data stack to drive improvements throughout the sales funnel
- Sharp attention to detail and analysis; strong communication skills.

Salary

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:

$180,000 - $210,000 in San Francisco, CA
$180,000 - $210,000 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.

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