Senior Customer Success Manager

Carta
London
Full timeFunction: Customer Success & Account ManagementExperience: 4+ yearsSkills: ["Customer experience obsession","Organization","Communication","Listening","Negotiation"]

Own the success and health of a varied EMEA book of business across SMB, Mid-Market, and Enterprise customers (~600 accounts). Serve as a trusted advisor by building consultative relationships, driving product adoption, and improving retention through tailored engagement and best-practice sharing. Use AI tools to scale personalized customer engagement, accelerate renewal prep, and surface actionable insights, while coordinating with Sales, Delivery, RevOps, and R&D to ensure customers get maximum value from Carta Europe’s offerings.

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FursaFursa
Carta
Carta
3 days ago

Senior Customer Success Manager

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Last checked: 9 hours agoStatus: Live

Job Summary

Own the success and health of a varied EMEA book of business across SMB, Mid-Market, and Enterprise customers (~600 accounts). Serve as a trusted advisor by building consultative relationships, driving product adoption, and improving retention through tailored engagement and best-practice sharing. Use AI tools to scale personalized customer engagement, accelerate renewal prep, and surface actionable insights, while coordinating with Sales, Delivery, RevOps, and R&D to ensure customers get maximum value from Carta Europe’s offerings.
Location: London
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Own the success and health of an EMEA book of business (~600 accounts) across SMB, Mid-Market, and Enterprise segments.
  • •Develop consultative, trusted-advisor relationships and act as the voice of customers internally, especially in Mid-Market and Enterprise.
  • •Use AI tools to scale personalized customer engagement, accelerate EBR and renewal prep, and surface insights.
  • •Drive product adoption and usage of Carta throughout the customer journey.
  • •Proactively engage customers at scale regarding Carta values and upcoming renewals, ensuring customers maximize Carta Europe’s service offerings.

Key Requirements

  • •4+ years of experience in Customer Success or Account Management, preferably in a SaaS environment.
  • •Proficiency with Salesforce (SFDC) and the ability to quickly learn new systems and tools.
  • •Experience with customer success platforms such as Catalyst, Gainsight, Totango, Vitally, Client Success, or ChurnZero.
  • •Comfort leveraging AI tools, particularly Claude, to accelerate research, synthesize information, and streamline workflows.
  • •Demonstrated ability to navigate difficult conversations while preserving strong customer relationships.
Experience:4+ yearsSaaS
Skills:Customer experience obsessionOrganizationCommunicationListeningNegotiation
Languages:English
Tech Stack:Salesforce (SFDC)CatalystGainsightTotangoVitallyClient SuccessChurnZeroClaudeAI tools

Company Brief

Carta
Provides equity management, cap table software, and valuation services for private companies and investors. Carta streamlines ownership tracking, employee equity plans, and compliance for startups, venture-backed firms, and venture capital investors.
Industry: Fintech Infrastructure
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series G
Headquarters: San Francisco, United States
Founded: 2012
WebsiteLinkedIn