Senior Customer Success Manager

Job Description

Carta is seeking a Senior Customer Success Manager to join their team in Rio de Janeiro, Brazil. In this role, the Senior Customer Success Manager will be on the front lines, proactively responding to customer inquiries in a scaled manner. He/She will understand customer challenges and empower them to utilize and extract value from Carta. Responsibilities:

• Operate in a scaled client ownership structure to respond to sensitive customer inquiries.
• Prioritize inbound customer requests based on urgency, renewal timeline, and churn risk factors.
• Understand and execute basic contract renewal negotiations.
• Manage account-level escalations.
• Work between systems including Salesforce, Catalyst, and Jira.
• Educate customers about Carta features and products.

Requirements:

• Fluent in English with strong written and verbal communication skills.
• Responsive and able to complete tasks in a timely manner.
• Prior experience in customer support, customer success, or account management.
• Experience working with customers via live interactions.
• Experience working with Salesforce, Catalyst, or other support ticketing systems.
• Diplomacy, tact, and poise under pressure.
• Growth mindset, proactive, and action-oriented.
• Excellent communication, listening, facilitation, and negotiation skills.
• Strong data analysis, organizational, and prioritization skills.

The role offers:

• Opportunity to improve customer retention.
• Chance to secure the future pipeline for new product lines.
• Ability to drive change for the broader company and mission.