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Salary: USD 109,820 - 144,400 / annual
Carta is a connected platform and AI-native ecosystem for private capital, trusted by 55,000 companies and 1.8M+ equity holders globally, plus 10,000 funds and SPVs representing $250B+ in assets under management.
As Onboarding Lead, you will own the critical first six months of the client lifecycle, converting booked MRR into live, retained revenue and setting accounts up for long-term success. You will serve as the single accountable point for client experience during implementation, acting as the primary contact from signed contract through Customer Success Manager handoff.
Key responsibilities include:
- Owning the complete onboarding journey and acting as primary client contact, resolving questions quickly and building trust from day one
- Project-managing implementations: defining timelines, setting milestones, coordinating internal teams, and keeping onboardings on track
- Collaborating with Account Executives to understand client expectations, commitments made during sales, and any pricing adjustments
- Identifying and escalating blockers early to manage risk across your onboarding portfolio
- Conducting formal, structured handoffs to the CSM team with complete account briefs covering goals, relationship context, risks, and commercial details
- Tracking and reporting on time-to-revenue, milestone completion rate, and CSAT to continuously improve the process
- Contributing to playbook development and sharing learnings to raise the bar for onboarding across the team
You will join the Carta Law Customer Success team, which manages the full client lifecycle. You'll report to the Global Head of CS and work as part of a growing global team across London and New York, collaborating closely with Account Executives, legal delivery, and the CSM team.
Requirements:
- 3+ years of experience in client onboarding, implementation, or project management within SaaS, professional services, or related field; must know how to manage complex, multi-stakeholder projects to deadline
- Full ownership mindset; comfortable being the single point of accountability during onboarding
- Strong client communication skills; communicate proactively, set clear expectations, handle difficult conversations with professionalism and warmth
- Exceptional project management skills; track multiple onboardings simultaneously without losing detail, use structure to create clarity
- Collaborative approach; work naturally across AE, legal delivery, and CSM teams to marshal resources and remove blockers
- Commercial awareness; understand link between smooth onboarding and long-term client retention and revenue; spot risks to commercial commitments early
- High adaptability; adapt approach to client context while keeping process consistent
- Data-driven approach; track time-to-revenue, CSAT, milestone completion and use signals to improve process
- Prior experience in legal services or private markets is a significant advantage; familiarity with venture capital, private equity, or fund operations is a plus
