EMEA Senior Customer Success Manager — AI-Driven Growth

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

Job summary

Carta is seeking a Customer Success Manager in London to own a diverse EMEA book of business, engaging with SMB to Enterprise customers. You will leverage Salesforce and CS platforms, use Claude AI to streamline workflows, and drive product adoption across the customer journey.

You’ll partner with Sales, Delivery, RevOps and R&D to ensure value delivery, strong relationships, and low churn. If you thrive in a fast-paced, startup-like environment, this role is for you.

Qualifications

• 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.
• Comfortable leveraging AI tools, particularly Claude, to accelerate research, synthesize information, and streamline complex workflows.
• Demonstrated ability to navigate difficult conversations while preserving strong customer relationships.
• 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, time management, organizational, and prioritization skills.

Responsibilities

• Own the success and health of a varied EMEA Book of Business across SMB, Mid-Market and Enterprise customers (~600 accounts).
• Develop strategies to increase engagement and mitigate churn.
• Become a trusted advisor by delivering value and best practices to the Mid-Market and Enterprise segments.
• Use AI tools to scale personalised customer engagement and surface insights.
• Drive product adoption and usage across the customer journey.
• Engage with customers at scale regarding Carta’s values and upcoming renewals.
• Collaborate with Sales, Delivery, RevOps and R&D to support customers.

Skills

Customer success

Relationship building

Communication

Problem solving

Tools

Salesforce (SFDC)

Catalyst

Gainsight

Totango

Vitally

Client Success

ChurnZero

Claude AI

Job description

Carta is seeking a Customer Success Manager in London to own a diverse EMEA book of business, engaging with SMB to Enterprise customers. You will leverage Salesforce and CS platforms, use Claude AI to streamline workflows, and drive product adoption across the customer journey.

You’ll partner with Sales, Delivery, RevOps and R&D to ensure value delivery, strong relationships, and low churn. If you thrive in a fast-paced, startup-like environment, this role is for you.