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Carta is a connected platform and AI-native ecosystem for private capital, serving 55,000 companies, 1.8M+ equity holders across 160+ countries, and 10,000 funds representing $250B+ in assets under management.
As Onboarding Lead, you will own the client onboarding journey from signed contract through Customer Success Manager handoff, acting as the single accountable point for client experience during implementation. You will project-manage each implementation by defining timelines, setting milestones, coordinating internal teams, and keeping onboardings on track. You'll serve as the primary client contact throughout onboarding, resolving questions quickly, maintaining momentum, and building trust from day one.
Key responsibilities include:
- Owning the onboarding journey and acting as the single accountable point for client experience
- Project-managing implementations: defining timelines, setting milestones, coordinating internal teams
- Serving as primary client contact, resolving questions and maintaining momentum
- Collaborating with Account Executives to understand client expectations and commitments
- Identifying and escalating blockers early to manage risk across your portfolio
- Conducting formal, structured handoffs to the CSM team with complete account briefs
- Tracking and reporting on time-to-revenue, milestone completion rate, and CSAT
- Contributing to playbook development and process improvements
You'll join the Carta Law Customer Success team, which manages the full client lifecycle. You'll work closely with Account Executives, legal delivery, and the CSM team, reporting to the Global Head of CS as part of a growing global team across London and New York. The role sits at the intersection of legal delivery, commercial strategy, and operations.
Requirements:
- 3+ years of experience in client onboarding, implementation, or project management within SaaS, professional services, or related field
- Full ownership mindset and comfort being the single point of accountability
- Strong client communication skills with ability to handle difficult conversations professionally
- Exceptional project management skills managing multiple onboardings simultaneously
- Collaborative approach working across AE, legal delivery, and CSM teams
- Commercial awareness and understanding of link between smooth onboarding and long-term retention
- High adaptability to different client contexts while maintaining process consistency
- Data-driven approach tracking time-to-revenue, CSAT, and milestone completion
- Prior experience in legal services or private markets is a significant advantage; familiarity with venture capital, private equity, or fund operations preferred
