Senior Customer Success Manager

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

The Company You’ll Join

Carta is the connected platform and AI-native ecosystem for private capital. Built to replace fragmented tools with a single system of record, Carta brings together the software, services, and legal infrastructure that founders use to manage equity, fund managers use to run administration and reporting, and legal teams use to close transactions. Trusted by 55,000 companies and 1.8M+ equity holders in 160+ countries, and 10,000 funds and SPVs representing $250B+ in assets under management, Carta is transforming how private capital operates. Recognized by Fortune, Forbes, Fast Company, Inc. and Great Places to Work.

The Company You’ll Join

Carta is a platform that helps people manage equity, build businesses, and invest in the companies of tomorrow. Our mission is to unlock the power of equity ownership for more people in more places.

Carta is trusted by more than 40,000 companies and over two million people in nearly 160 countries to manage cap tables, compensation, and valuations. Carta also supports nearly 7,000 funds and SPVs, and represents nearly $130B in assets under administration. Carta's tender offer solutions have returned $14B to shareholders in secondary transactions. Today, Carta’s platform manages nearly three trillion dollars in equity globally.

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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 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
• Use AI tools to scale personalised customer engagement, accelerate EBR and renewal prep, and surface insights across a large book of business
• Drive product adoption and usage of Carta throughout the customer journey
• Leverage technology to proactively engage with customers at scale regarding Carta’s values and upcoming renewals
• 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 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:

• 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

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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 notify the recruiter via email. As a company, we value fairness, helpfulness, transparency, leadership and build our teams around these values.

Companies and funds like Tribe and Pipe build their businesses on Carta. The company has been included on the Forbes World’s Best Cloud Companies, Fast Company's Most Innovative list, and Inc.’s Fastest-Growing Private Companies. We’ve also been recognized as a 2023 Built In Best Place to Work in the U.S., a Muse VIBE Award winner in the Vacation and Time Off category and certified as a Great Place to Work.

Interested in our candidate privacy policy? Find out more here.

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.