Head of Customer Experience

The Team You’ll Work With

You’ll be leading our Customer Experience team  for our Startups  business across APAC & Middle East, reporting directly to the Managing Director. The Customer Experience  team here at Carta is a key part of the broader Corporations business unit. In APAC, we manage the full lifecycle of our~ 1,000 Private Markets customers, from early stage to IPO, and many of these companies drive the direction of our product and vision. This team is hyper-focused on the health and growth of these valuable customers, and is purely dedicated to their success.

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 the Head of Customer Experience, you’ll work to: 

• Manage a team of ~8 amazing individual contributors, spanning across Onboarding and Implementation, Support, and Customer Success
• Provide directional leadership for the team by overseeing daily activities and performance management in order to consistently meet and exceed individual and team goals 
• Inspire! Develop the team by hiring and coaching talented individuals who are excited by new challenges
• Established best practices; build  a Customer Success strategy and motion that is segmented and scaleable with minimal human resourcing
• Become a trusted advisor; develop consultative relationships with assigned territory of customers by delivering value, sharing best practices and acting as the voice of the customer internally
• Drive product adoption and usage of Carta throughout the customer journey

About You

We’re looking for customer-centric, organized professionals, who know how to work in a dynamic environment with multiple priorities.  Cross-departmental collaboration and communication is critical to success in the role, as well as efficient time management. In addition, we’re prioritizing: 

• You’re a thought leader for our subject matter. You have a keen interest in private markets, equity management, captables, etc. 
• Previous experience working in jurisdictions across Singapore, Australia, and UAE
• We are now in the 1-10 mode, so looking for someone who thrives in that stage of growth 
• Strong EQ and people management skills
• Strong data analysis, organizational, and prioritization skills
• Growth mindset, proactive, and a bias for action
• 7+ years of relevant experience 

At Carta, you’re not just an employee. You’re a builder who is creating  infrastructure that accelerates innovation and empowers more ownership. Cartans are helpful, relentless, unconventional and kind; representing Carta’s Identity Traits. They work collaboratively and cross functionally  to challenge the status quo; working towards a common goal of creating more owners in the private markets.