Customer Success Manager, HCLS

Carta

The Company You’ll Join

At Carta we create owners and make private markets liquid. 

We live in a world where some people live on the equity stack and enjoy exponential wealth growth and preferential tax treatment; others live on the debt stack and may work their entire lives for a company and retire only with the cash they’ve managed to save from their paychecks. Our contribution to solving the wealth inequality problem is moving people from the debt stack (payroll) to the equity stack. By making it as easy to issue equity to employees as it is to put them on payroll, we can create more owners. 

At Carta, we are helpful, transparent, fair, and kind. We are relentless executors, unconventional thinkers, and masters of our craft. 

Learn more about our Series G fundraising round here

The Team You’ll Work With

The Customer Success team here at Carta is a key part of the broader Corporations business unit.  We manage the full lifecycle of our 25,000+ 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.

This senior level role is on the HealthCare/Life Sciences CSM team.  You will join a small but mighty team to manage/upsell to healthcare or life sciences corporations who typically have a more unique lifecycle.

The Problems You’ll Solve 

The HealthCare/Life Sciences vertical has grown tremendously over the last few years.  We must continue winning and growing companies of all stages in this industry and making them lifelong customers. To do so we need to understand their industry and act in a more consultative manner to set ourselves up to support them from incorporation to IPO and beyond.

 

  • Own the success and health of your assigned clients by developing strategies aimed to  increase engagement and revenue while mitigating churn
  • Become a trusted advisor; develop consultative relationships with assigned territory of customers by delivering value, sharing best practices and acting as the voice of customer internally
  • Drive product adoption and usage of Carta throughout the customer journey
  • Achieve monthly expansion and upsell targets and renewal forecast for Corporations business unit
  • Leverage technology to proactively engage with customers at scale regarding Carta’s values, upsell opportunities, and upcoming renewals
  • Negotiate win-win outcomes for customer and Carta
  • Identify upsell and cross sell opportunities through customer interactions, and develop a  specific strategy to align with customer business objectives
  • Work cross functionally and drive our initiatives forward within Carta

The Impact You’ll Have

By building relationships with our HCLS customers, you will be contributing directly to a key company-wide metric of “net dollar retention”, increasing incremental revenue, pushing our very new IPO/public business strategy forward, and being part of the very first cross functional vertical at Carta!

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 this senior role, as well as efficient time management. In addition, we’re prioritizing: 

  • 4-6 years of prior experience in Customer Success or Account Management, preferably in a SaaS environment
  • Upsell / sales experience
  • Passionate about healthcare life sciences
  • Excitement and willingness to help us continue to build out the vertical
  • Enjoy a fast paced environment
  • SFDC literacy and proficiency 
  • Experience working with any customer success platforms such as Catalyst, Gainsight, Totango, Client Success, or Churn Zero
  • Strong customer success skills and demonstrated ability to to work through difficult conversations, with the goal of preserving relationships and growing the business
  • Growth mindset, proactive, and a bias for action
  • Excellent communication, listening, facilitation, and negotiation skills
  • Strong data analysis, organizational, and prioritization skills

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, connect with us via email at recruiting@carta.com. 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.