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Carta is seeking an Account Specialist to join its customer success team in Rio de Janeiro. In this role, you will be the front line for proactively responding to customer inquiries at scale, helping Carta's 65,000+ customers extract maximum value from the platform.
You will operate in a pooled structure handling sensitive customer requests around contract renewals, pricing increases, and escalations. Key responsibilities include prioritizing inbound requests based on urgency and churn risk, leveraging AI-driven insights to prepare for client engagements, and executing contract renewal negotiations within defined policies. You'll manage account-level escalations by evaluating customer situations and collaborating with management, while working across systems like Claude, Salesforce, and Jira.
Education is central to the role: you'll teach customers about Carta's features and products via email and live calls, drawing on deep knowledge of the feature set and customer lifecycle. You'll also lead discovery conversations around private liquidity and IPO advisory services to ensure clients are aware of and engaged with these offerings.
The Account Specialist team is hyper-focused on building processes and using technology to scale proactive customer education and engagement. You'll participate in cross-functional projects with Customer Success and Delivery to design, standardize, and scale high-impact processes that drive customer value and improve retention.
Carta's platform serves 9,000+ funds and SPVs representing nearly $185B in assets under management, providing an end-to-end ERP solution for private markets. The company is recognized by Fortune, Forbes, Fast Company, and Great Places to Work.
Required qualifications include fluency in English with strong written and verbal communication, prior experience in customer support, customer success, account management, or renewals roles, and experience with live customer interactions (Zoom, phone, chat). You should be comfortable with Salesforce or similar CSM/ticketing systems, skilled with AI tools, and able to handle difficult conversations with diplomacy and poise. Strong data analysis, organizational, and prioritization skills are essential, along with adaptability and a growth mindset.
