Senior Customer Success Manager

Menlo Ventures; Greater London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading SaaS company is seeking a Customer Success Manager to enhance customer relationships and drive product adoption. The candidate should have over 5 years of relevant experience, particularly within a SaaS setting. Key responsibilities include optimizing customer success strategies, developing consultative relationships, and collaborating across departments to improve customer retention. The position demands a growth mindset and effective time management, suitable for a dynamic environment.

Qualifications

• More than 5 years experience in Customer Success or Account Management.
• Thrives in a fast-paced environment, with proven relationship management.
• High tolerance for ambiguity and diplomacy under pressure.

Responsibilities

• Pioneer the in-market Customer Success motion.
• Own the success and health of assigned clients.
• Drive product adoption and customer engagement.

Skills

Customer Success experience

Relationship management

SaaS environment

Diplomacy and tact

Growth mindset

Tools

Salesforce

Jira

Metabase

Catalyst

Job description

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 Private capital markets need a comprehensive software solution to replace outdated spreadsheets and fragmented service providers.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 Team You’ll Work With

The Customer Success team here at Carta is a key part of the broader Corporations business unit. We manage the full lifecycle of our 38,000+ Private Markets customers, from early stage to IPO. Many of these companies drive the direction of our product and vision. This team is hyper-focused on the health and growth of these valuable customers, and is purely dedicated to their success.

The Problems You’ll Solve

• Pioneer the in-market CS motion; building and optimising an operating model to best serve the needs of your customers and maximize their growth
• Own the success and health of assigned clients by developing strategies for increasing engagement, revenue, and mitigating churn.
• Develop consultative relationships with assigned territory of customers by delivering value, sharing best practices, and acting as the voice of the customer internally.
• Drive product adoption and usage of Carta throughout the customer journey.
• Drive retention and growth among our customers by understanding their business needs and identifying additional ways Carta can support them.
• Ensure all our customers feel valued by gathering insights about their adoption trends, engagement, overall health, and sentiment.
• Marshal resources internally as needed to resolve customer issues and proactively identify areas of risk and develop plans to address these needs.
• Collaborate with R&D and Customer Support teams to resolve issues and share customer feedback in an ongoing effort to improve our product.
• Work with cross-functional teams to improve processes that scale.
• Leverage technology to proactively engage with customers at scale regarding Carta's values, upsell opportunities, and upcoming renewals.
• Negotiate win-win outcomes for the customer and Carta.

The Impact You’ll Have

By building relationships and proactively engaging with our customers, you will be helping to improve our overall customer retention, secure our future pipeline for new product lines, and drive change for the broader company and mission.

About You

We’re looking for our first flagship CS hire in the UAE – a self-starter, go-getter, resourceful professional excited to build a top-tier customer experience in the market. You’ll be part of a larger International customer-centric CS team, who know how to work in a dynamic environment with multiple priorities. Cross-departmental collaboration and communication is critical to success in the role, as well as efficient time management. In addition, we’re prioritizing:

• More than 5 years prior experience working in a Customer Success or Account Management role, preferably in a SaaS environment
• The candidate should be a self-starter who thrives in a fast-paced environment, with a proven ability to build and manage relationships.
• Diplomacy, tact and poise under pressure, and a high tolerance for ambiguity are essential qualities for this role.
• A growth mindset, proactive approach, and action-oriented mindset are highly valued in this position.
• Experience working with any customer success platforms such as Catalyst, Salesforce, Jira, Metabase is a plus
• Fluency in everyday AI tools such as Gemini & Glean, as well as automations & process optimizations including platforms such as n8n

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].