Senior Program Manager, Account Management Strategy & Operations

The Problems You'll Solve

At Carta, our employees set out on a mission to unlock the power of equity ownership for more people in more places. We believe that the problems we solve today unlock the opportunities of tomorrow. As a Senior Program Manager, Account Management Strategy & Operations, you’ll work to:

Enable our Venture Capital Account Management team to deliver consistent, high-quality service and customer experience to our customers by driving core initiatives across cross-functional teams in  GTM, Delivery, R&D and Finance. You’ll act as an operational partner to our leaders and teams, building and scaling account management programs that support long-term growth. Your efforts will directly impact customer satisfaction and retention while supporting revenue growth and team productivity.

In this role, you will:

• Develop and implement scalable programs to shape long-term processes  and tooling that support Carta’s VC account management team at different stages of customer lifecycle 
• Own the governance of the key account management motions – business reviews, renewals, account growth, customer engagement, customer sentiment, etc.
• Support cross-functional programs that improve customer retention, limit churn and contraction and unlock upsell and cross-sell opportunities
• Work closely with leadership on executing strategic initiatives and driving outcomes
• Design, track, analyze and report on KPIs to develop operational insights and  drive improved team performance
• Identify blockers to operational efficiency and lead programs to improve workflows, systems, and team experience on an ongoing basis
• Partner with cross-functional teams to evolve account management motions based on customer need and organizational priorities

The Team You'll Work With

You’ll be joining our Venture Capital Account Manager Strategy & Operations team.

We work across product, go-to-market, and service delivery teams to design and implement the operating system that enables Carta to scale fund administration software and services to thousands of firms globally. This is a highly cross-functional and analytical team that thrives at the intersection of systems thinking, strategy, and program execution.

About You

• 5+ years of experience recommended in program management, business operations, sales strategy, or a similar function — ideally in a SaaS, fintech, or high-growth environment
• Able to navigate ambiguity and break complex problems into simple pieces, moving quickly through testing and iteration toward long-term solutions
• Data driven and able to quickly turn quantitative data into actionable insights
• Clear and collaborative communicator with cross-functional partners ranging from Account Managers to Product Managers to senior leadership
• Customer- and outcomes-obsessed: you care deeply about helping others succeed and want to improve the experience of our customers and our internal teams

Please note: This role requires regular in-person interaction with customers