Europe Arbeitnow ·
full-timeSenior Customer Success Manager
Carta · London
Carta operates a connected platform and AI-native ecosystem designed for the management of private capital, equity, and fund administration. As a Senior Customer Success Manager based in London, you will be responsible for the health and retention of a diverse book of business spanning SMB, mid-market, and enterprise accounts. Your daily responsibilities will involve developing engagement strategies to mitigate churn, fostering consultative relationships with key stakeholders, and driving product adoption across the customer lifecycle. You will act as the internal voice of the customer, coordinating with sales, delivery, and product teams to ensure service excellence. The role requires the use of AI tools to scale personalized engagement and streamline renewal preparation. This position is well-suited for a proactive professional with over four years of experience in SaaS customer success or account management. The ideal candidate possesses strong organizational skills, proficiency in Salesforce, and experience with customer success platforms. You should be comfortable navigating complex client conversations and working within a fast-paced environment that prioritizes a growth mindset and a bias for action.
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. For more information about our offices and culture, check out our Carta careers page . 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. For more information about our offices and culture, check out our Carta careers page . Interested in data privacy? Check out our policies on Privacy and CA Candidate Privacy . 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 E
| Role | Senior Customer Success Manager |
|---|---|
| Company | Carta |
| Location | London |
| Compensation | Not disclosed |
| Deadline | Rolling |
Typical process for this type of role
A general guide — the exact steps for this specific listing may vary; check the original posting for details.
- 1ApplicationSubmit your resume through the apply link.
- 2ScreeningRecruiter reviews your background against the role.
- 3AssessmentA technical test, assignment, or coding round, depending on the role.
- 4Interview(s)One or more rounds with the hiring team.
- 5OfferOffer letter with compensation and start date.
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