Customer Success Manager, Founder Success - Carta

The Team You’ll Work With

The Founder Success team is hyper-focused on building processes and using technology to scale proactive customer education and engagement. This team is dedicated to improving the customer experience, being the voice of the customer internally, and helping customers get the most out of their Carta subscription.

The Problems You’ll Solve 

In this role as a CSM on the Founder Success team, you will be on the front lines to proactively respond to customer inquiries in a scaled manner. You will seek to understand the challenges facing Carta’s customers, and enable and empower them to utilize and extract value from Carta. 

• Operate in a scaled client ownership structure to respond to sensitive customer inquiries regarding contract renewals, pricing increases, and escalations
• Learn to prioritize inbound customer requests based on a variety of factors including urgency, renewal timeline, churn risk factors, etc.
• Understand and execute basic contract renewal negotiations according to defined policies and processes
• Manage account-level escalations by leveraging standard responses and working closely with management
• Work between a variety of systems including Salesforce, Catalyst, and Jira
• Educate customers about Carta features and products via email and live calls, leveraging your knowledge of the Carta feature set, customer lifecycle, and self-help content

The Impact You’ll Have

By proactively engaging with Carta customers as well as reactively monitoring incoming requests, you will be helping to improve our overall customer retention, secure our future pipeline for new product lines, and drive change for the broader company and mission.

About You

We’re looking for customer-centric, organized professionals, who know how to work in a dynamic environment with multiple priorities.  Cross-departmental collaboration and communication is critical to success in the role, as well as efficient time management. In addition, we’re prioritizing: 

• Fluent in English with strong written and verbal communication skills
• Responsive and able to complete tasks in a timely manner
• Prior experience working in a customer support, customer success, or account management role
• Experience working with customers via live interactions such as zoom meetings, phone calls, and live chats
• Experience working with Salesforce, Catalyst or other CSM and support ticketing systems
• Diplomacy, tact and poise under pressure, and a high tolerance for ambiguity
• Growth mindset, proactive, and action-oriented
• Customer success skills and demonstrated ability to to work through difficult conversations, with the goal of preserving relationships
• Excellent communication, listening, facilitation, and negotiation skills
• Strong data analysis, organizational, and prioritization skills

Even if you don’t have all of the qualifications we’ve listed, please apply if you believe you could be impactful in this role!

**Please submit your resume in English**