EMEA Senior CSM: Scale Retention with AI

Carta; New York (NY); Sur place; USD 93 000 - 120 000; Plein temps

Résumé du poste

Carta Europe is seeking a results-driven Customer Success Manager to own the health and growth of an EMEA book of business. You will build trusted advisor relationships, drive product adoption, and use AI tools to scale personalised engagement across 600 accounts in SMB to Enterprise segments.

Based in London with a strong emphasis on retention, you will collaborate with Sales, Delivery, RevOps, and R&D to deliver value and ensure exceptional customer experiences with Carta’s European offerings.

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.

Responsabilités

• 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.
• Be a trusted advisor by delivering value and best practices.
• Use AI tools to scale personalised engagement and accelerate renewal prep.
• Drive product adoption and usage across the customer journey.
• Engage with customers at scale regarding Carta’s values and upcoming renewals.
• Ensure customers leverage Carta Europe services and market knowledge.

Connaissances

Customer Success

Salesforce

CS Platforms (Catalyst, Gainsight, Tot

Outils

Salesforce (SFDC)

Catalyst

Gainsight

Totango

Vitally

Client Success

ChurnZero

Claude AI

Description du poste

Carta Europe is seeking a results-driven Customer Success Manager to own the health and growth of an EMEA book of business. You will build trusted advisor relationships, drive product adoption, and use AI tools to scale personalised engagement across 600 accounts in SMB to Enterprise segments.

Based in London with a strong emphasis on retention, you will collaborate with Sales, Delivery, RevOps, and R&D to deliver value and ensure exceptional customer experiences with Carta’s European offerings.