Onboarding Lead at Carta – New York / New Jersey, United States
Employer: Carta | Location: New York / New Jersey, United States | Category: International & Visa Sponsorship
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Job Description
Carta is a connected platform and AI-native ecosystem for private capital, replacing fragmented tools with a single system of record. It brings together software, services, and legal infrastructure for founders, fund managers, and legal teams. Trusted by 55,000 companies and 1.8M+ equity holders in 160+ countries, and 10,000 funds and SPVs representing $250B+ in assets under management.
As an Onboarding Lead, you will own the critical first six months that determine a client's journey from a booked client to a long-term partner, converting booked Monthly Recurring Revenue (MRR) into live, retained revenue. You will act as the single accountable point for client experience during implementation, project-managing each onboarding from signed contract through to Customer Success Manager (CSM) handoff.
Key responsibilities include defining timelines, setting milestones, coordinating internal teams, and keeping every onboarding on track. You will be the primary client contact, resolving questions, maintaining momentum, and building trust. Collaboration with Account Executives at handoff will be crucial to understand client expectations and commitments. You will also identify and escalate blockers proactively, conduct formal handoffs to the CSM team with comprehensive account briefs, and track metrics like time-to-revenue and CSAT to continuously improve processes. Furthermore, you will contribute to playbook development, sharing learnings across the team.
You will be joining the Carta Law Customer Success (CS) team, which manages the full client lifecycle. This role sits at the intersection of legal delivery, commercial strategy, and operations, working closely with AEs, legal delivery, and the CSM team. You will report to the Global Head of CS and be part of a growing global team across London and New York. The salary range for this position is $109,820 to $122,740.
As an Onboarding Lead, you will own the critical first six months that determine a client's journey from a booked client to a long-term partner, converting booked Monthly Recurring Revenue (MRR) into live, retained revenue. You will act as the single accountable point for client experience during implementation, project-managing each onboarding from signed contract through to Customer Success Manager (CSM) handoff.
Key responsibilities include defining timelines, setting milestones, coordinating internal teams, and keeping every onboarding on track. You will be the primary client contact, resolving questions, maintaining momentum, and building trust. Collaboration with Account Executives at handoff will be crucial to understand client expectations and commitments. You will also identify and escalate blockers proactively, conduct formal handoffs to the CSM team with comprehensive account briefs, and track metrics like time-to-revenue and CSAT to continuously improve processes. Furthermore, you will contribute to playbook development, sharing learnings across the team.
You will be joining the Carta Law Customer Success (CS) team, which manages the full client lifecycle. This role sits at the intersection of legal delivery, commercial strategy, and operations, working closely with AEs, legal delivery, and the CSM team. You will report to the Global Head of CS and be part of a growing global team across London and New York. The salary range for this position is $109,820 to $122,740.
Requirements & Qualifications
- 3+ years of experience in client onboarding, implementation, or project management within SaaS, professional services, or a related field.
- Highly organised and client-focused professional.
- Strong project management instincts combined with genuine relationship-building ability.
- Ability to thrive in the space between structure and ambiguity, maintaining process while fostering human connection in client conversations.
- Highly organised and client-focused professional.
- Strong project management instincts combined with genuine relationship-building ability.
- Ability to thrive in the space between structure and ambiguity, maintaining process while fostering human connection in client conversations.
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