Customer Success Manager

Title: Customer Success Manager Location: London

Strategic Customer Success Manager

Carta Law · Customer Success

About Carta Law

Carta Law is the world's largest AI-native legal services platform — rebuilding how legal work is structured, delivered and scaled. Combining deep legal expertise with proprietary AI infrastructure, we serve the world's leading venture-backed companies, founders and investors across every critical moment in a company's lifecycle: incorporation, fundraising, secondaries, governance and exit.

We sit inside Carta — the operating system for private markets. Our captive client base spans more than 70,000 companies across every stage of growth, giving Carta Law a deal-flow advantage no traditional firm can replicate.

We are not a traditional law firm. We are a technology company building the future of legal services — operating at the intersection of venture financing, software and AI, and scaling rapidly across the Americas, London and APAC. A dedicated team of R&D and product engineers, based across San Francisco, New York and London, works alongside our lawyers to build that future.

The Problems You'll Solve

As a Strategic Customer Success Manager, you'll own our most important client relationships — managing high-value accounts with a high-touch model, building senior partnerships with the PE decision-makers who matter most, and driving the retention and expansion that gets Carta Law to its ambitious ARR goals.

Our dedicated high-touch model has delivered exceptional YoY ARR growth on the accounts it covers. This role scales that model.

Specifically, you'll:

• Manage a portfolio of high-value accounts with a high-touch coverage model — acting as the primary relationship point for senior PE stakeholders, GCs, and executive teams.
• Build deep, trusted relationships with PE decision-makers — not just day-to-day users — positioning Carta Law as a strategic partner rather than a vendor.
• Lead Quarterly Business Reviews with executive stakeholders, presenting ROI, strategic value, and roadmap alignment.
• Partner with Account Executives (AE) on upsell, cross-sell, and late-stage sales cycles — identifying whitespace across Contracts, Compliance, and Funds and converting commercial conversations into revenue.
• Serve as the escalation point for your accounts across legal delivery, finance, sales, and product — resolving complex issues with urgency and professionalism.
• Coordinate monthly data packs for your accounts, tracking NDR, retention rate, and expansion trends.
• Act as the voice of your clients internally — synthesising relationship intelligence, feedback, and usage signals to influence service design and product roadmap.
• Drive significant Net Dollar Retention across your portfolio.

The Team You'll Work With

You'll be joining our Carta Law Customer Success (CS) team. We manage the full client lifecycle — from welcoming new clients through onboarding to building deep, lasting relationships with established fund managers and their legal teams.

We sit at the intersection of legal delivery, commercial strategy, and operations. Day-to-day you'll partner closely with AEs, legal delivery, and product — serving as the connective tissue between Carta Law and our most strategic clients. You'll report to the Global Head of CS.

About You

We're looking for a commercially sharp, relationship-driven senior professional who combines the strategic instincts of an account executive with the client-obsession of a great CS leader. You've managed complex, high-value relationships in fast-paced environments, and you know how to build trust at the executive level.

Specifically, we're looking for:

• 5+ years of experience in Customer Success, Account Management, or a senior client-facing role within SaaS or professional/legal services. You've owned high-value relationships and have the commercial track record to show for it.
• Proven ability to manage senior stakeholder relationships. You're comfortable — and credible — in the room with GCs, CFOs, and PE decision-makers. You don't just manage accounts; you build partnerships.
• Strong commercial instincts. You spot cross-sell and upsell opportunities organically, and you know how to partner with sales to close them.
• Experience leading executive-level business reviews. You know how to frame value, present ROI, and hold a senior stakeholder's attention in a QBR.
• Full lifecycle ownership. You're comfortable managing clients from post-onboarding through to complex, mature relationships — adapting your approach at each stage.
• Outstanding verbal and written communication. You can break down complex legal, financial, or operational concepts for any audience, and you know how to tailor your message for the room.
• Data fluency. You track NDR, GDR, and expansion signals — and you use that data to drive conversations and decisions.
• High emotional intelligence. You read rooms well, navigate difficult conversations with professionalism and empathy, and maintain trust even when things get complicated.
• Prior experience in the legal industry or private markets is a significant advantage. Familiarity with venture capital, private equity, or fund operations gives you an immediate leg up in understanding our clients' world.

What We Offer

• Competitive salary
• Equity in Carta
• Private health insurance
• Flexible working arrangements
• A high-growth environment where you'll manage some of the most strategic accounts in the business

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.