b Overview /b p In this role you will own the health and success of Carta Europe’s mid-market to enterprise customer base, driving adoption and retention. You’ll act as a trusted advisor, collaborating with cross-functional teams to maximize value for clients. By leveraging AI-enabled engagement, you’ll accelerate renewals and surface insights to inform strategy. This is a hands-on, fast-paced position in a growing European business unit with a strong focus on customer experience and continuous improvement. /p b Responsibilities /b ul li Own the success and health of a varied EMEA book of business (~600 accounts) across SMB, Mid-Market and Enterprise /li li Become a trusted advisor through consultative relationships and best-practice sharing /li li Use AI tools to scale personalised customer engagement, accelerate renewal prep, and surface insights /li li Drive product adoption and usage of Carta throughout the customer journey /li li Leverage technology to engage with customers at scale regarding Carta’s values and renewals /li li Ensure customers in Europe maximize value from Carta Europe’s service offerings and market knowledge /li li Collaborate with Sales, Delivery, RevOps and R D to support customers and improve processes /li li Navigate difficult conversations while preserving strong relationships /li /ul b Key requirements /b ul li 4+ years of experience in Customer Success or Account Management in a SaaS environment /li li Proficiency with Salesforce (SFDC) and ability to learn new systems quickly /li li Experience with customer success platforms such as Catalyst, Gainsight, Totango, Vitally, Client Success, or ChurnZero /li li Comfort with AI tools, notably Claude, to accelerate research, synthesize information, and streamline workflows /li li Demonstrated ability to navigate difficult conversations while preserving relationships /li li Growth mindset with proactive, action-oriented approach /li li Excellent communication, listening, facilitation, and negotiation skills /li li Ability to work autonomously on projects and initiatives /li li Strong data analysis, time management, organizational, and prioritization skills /li /ul ul li Self-starter and proactive /li li Collaborative mindset /li li Strong communication and listening skills /li li Salesforce (SFDC) /li li Catalyst /li li Gainsight /li /ul
Senior Customer Success Manager employer: Carta
At Carta, we pride ourselves on being an exceptional employer that fosters a culture of collaboration and innovation. Our London office offers a dynamic work environment where employees are empowered to build meaningful partnerships and drive impactful change in the private capital landscape. With a strong focus on professional growth, we provide ample opportunities for career advancement while ensuring our team members feel valued and supported in their mission to unlock equity ownership for all.
