Customer Success Manager

Carta; London; On-site; GBP 55,000 - 75,000; Full time

Job summary

A leading software company in London seeks an experienced Customer Success Manager to manage its EMEA Book of Business. The successful candidate will enhance customer engagement and drive revenue growth while maintaining excellent customer relationships. Candidates should have over 2 years of experience in a SaaS environment and demonstrate strong organizational and communication skills. This role offers an opportunity to work in a collaborative, fast-paced startup environment.

Qualifications

• 2+ years of experience in Customer Success or Account Management, preferably in a SaaS environment.
• Ability to navigate difficult conversations while preserving strong customer relationships.
• Experience in a closing or commercial role identifying opportunities and closing deals.

Responsibilities

• Own the success and health of a varied EMEA Book of Business across 600 accounts.
• Become a trusted advisor, developing consultative relationships with Mid-Market and Enterprise segments.
• Drive product adoption and usage of Carta throughout the customer journey.

Skills

Customer Success Management

Salesforce proficiency

Communication skills

Data analysis

Negotiation skills

Tools

Catalyst

Gainsight

ChurnZero

Job description

Overview

The Company You’ll Join

Carta connects founders, investors, and limited partners through world-class software, purpose-built for everyone in venture capital, private equity and private credit. Trusted by 65,000+ companies in 160+ countries, Carta’s platform of software and services lays the groundwork so you can build, invest, and scale with confidence.

Carta’s Fund Administration platform supports 9,000+ funds and SPVs, representing nearly $185B in assets under management, with tools designed to enhance the strategic impact of fund CFOs. Recognized by Fortune, Forbes, Fast Company, Inc. and Great Places to Work, Carta is shaping the future of private market infrastructure.

Together, Carta is creating the end-to-end ERP platform for private markets. Traditional ERP solutions don’t work for Private Funds. Private capital markets need a comprehensive software solution to replace outdated spreadsheets and fragmented service providers. Carta’s software for the Office of the Fund CFO does just that - it’s a new category of software to make private markets look more like public markets - a connected ERP for private capital.

For more information about our offices and culture, check out our Carta careers page.

The Problems You’ll Solve

• Own the success and health of a varied EMEA Book of Business across SMB, Mid-Market and Enterprise customers (~ 600 accounts); developing different strategies aimed to increase engagement and revenue while mitigating churn
• Become a trusted advisor; develop consultative relationships (particularly with the Mid-Market and Enterprise segments) by delivering value, sharing best practices and acting as the voice of customers internally
• Drive product adoption and usage of Carta throughout the customer journey
• Leverage technology to proactively engage with customers at scale regarding Carta’s values, upsell opportunities, and upcoming renewals
• Identify and close upsell opportunities through customer interactions, and develop a specific strategy to align with customer business objectives
• Ensure your customers are getting the most out of Carta Europe’s service offerings, market knowledge and expertise to further enhance their experience as our European customers

The Team You’ll Work With

You’ll be joining the small but mighty Customer Success team in London in the Carta Europe business unit. The team is looking for a well-rounded, experienced and adaptable Customer Success Manager who’s ready to roll up their sleeves and help accelerate growth & drive retention.

This means working closely with not only your fellow UK Customer Success team mates, but many other internal teams from Sales and Delivery teams to RevOps and R&D.

About You

This unique role requires you to be a self-starter, be eager to make your mark, thrive in collaborative teamwork and work dynamically in a fast-paced startup environment. You need to obsess over customer experience and adopting top tier CS practices, alongside unparalleled organisation and communication skills. In addition, we’re prioritising:

• 2+ 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
• Demonstrated ability to navigate difficult conversations while preserving strong customer relationships
• Experience in a closing or commercial role, including independently identifying opportunities, managing the full sales cycle, and closing deals
• Growth mindset with a proactive approach and bias for action
• Excellent communication, listening, facilitation, and negotiation skills
• Ability to work autonomously on projects and initiatives
• Strong data analysis, organizational, and prioritization skills

Disclosures

• We are an equal opportunity employer and are committed to providing a positive interview experience for every candidate. If accommodations due to a disability or medical condition are needed, please connect with the talent partner via email.
• Carta uses E-Verify in the United States for employment authorization. See the E-Verify and Department of Justice websites for more details.
• For information on our data privacy policies, see Privacy, CA Candidate Privacy, and Brazil Transparency Report.
• Please note that all official communications from us will come from an @carta.com or @carta-external.com domain. Report any contact from unapproved domains to [e-mail].