Senior Customer Success Manager

Overview

In this role you will own the health and success of Carta Europe’s mid-market to enterprise customer base, driving adoption and retention. You’ll act as a trusted advisor, collaborating with cross-functional teams to maximize value for clients. By leveraging AI-enabled engagement, you’ll accelerate renewals and surface insights to inform strategy. This is a hands-on, fast-paced position in a growing European business unit with a strong focus on customer experience and continuous improvement.

Responsibilities

• Own the success and health of a varied EMEA book of business (~600 accounts) across SMB, Mid-Market and Enterprise
• Become a trusted advisor through consultative relationships and best-practice sharing
• Use AI tools to scale personalised customer engagement, accelerate renewal prep, and surface insights
• Drive product adoption and usage of Carta throughout the customer journey
• Leverage technology to engage with customers at scale regarding Carta’s values and renewals
• Ensure customers in Europe maximize value from Carta Europe’s service offerings and market knowledge
• Collaborate with Sales, Delivery, RevOps and R&D to support customers and improve processes
• Navigate difficult conversations while preserving strong relationships

Key requirements

• 4+ years of experience in Customer Success or Account Management in a SaaS environment
• Proficiency with Salesforce (SFDC) and ability to learn new systems quickly
• Experience with customer success platforms such as Catalyst, Gainsight, Totango, Vitally, Client Success, or ChurnZero
• Comfort with AI tools, notably Claude, to accelerate research, synthesize information, and streamline workflows
• Demonstrated ability to navigate difficult conversations while preserving relationships
• Growth mindset with proactive, action-oriented approach
• Excellent communication, listening, facilitation, and negotiation skills
• Ability to work autonomously on projects and initiatives
• Strong data analysis, time management, organizational, and prioritization skills

• Self-starter and proactive
• Collaborative mindset
• Strong communication and listening skills
• Salesforce (SFDC)
• Catalyst
• Gainsight

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