Senior Customer Success Manager
Core
Own the success and health of a varied EMEA Book of Business across SMB, Mid-Market and Enterprise customers (~600 accounts) by developing strategies to increase engagement and mitigate churn.
Role type
Senior Customer Success Manager (EMEA)
Builds
Customer retention, engagement, and product adoption for Carta's equity management platform in Europe.
Domain
SaaS / Private Capital / Equity Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Customer Success or Account Management experience, Salesforce proficiency, Customer success platform experience (Catalyst, Gainsight, Totango, Vitally, Client Success, ChurnZero), AI tool usage (e.g., Claude), consultative relationship building, data analysis, negotiation
Preferred skills
Experience in SaaS environment, ability to navigate difficult conversations, growth mindset, autonomous project execution
Technologies
Salesforce, Catalyst, Gainsight, Totango, Vitally, Client Success, ChurnZero, Claude
Responsibilities
Own success and health of EMEA Book of Business (~600 accounts), develop consultative relationships with Mid-Market and Enterprise segments, use AI tools to scale personalized customer engagement, drive product adoption and usage, leverage technology to proactively engage customers regarding renewals, ensure customers maximize service offerings
Seniority
Senior, hands-on IC