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Carta is a connected platform and AI-native ecosystem for private capital, serving 55,000+ companies, 1.8M+ equity holders across 160+ countries, and 10,000+ funds representing $250B+ in assets under management. The company provides software, services, and legal infrastructure for managing equity, fund administration, and transaction closing.
You will own the success and health of a varied EMEA book of business (~600 accounts) spanning SMB, Mid-Market, and Enterprise customers. Your responsibilities include developing strategies to increase engagement and mitigate churn, becoming a trusted advisor through consultative relationships (especially with Mid-Market and Enterprise segments), and delivering value by sharing best practices and acting as the voice of customers internally.
You will use AI tools to scale personalized customer engagement, accelerate executive business reviews and renewal preparation, and surface insights across your large book of business. You'll drive product adoption and usage of Carta throughout the customer journey, leverage technology to proactively engage customers at scale regarding renewals, and ensure customers maximize value from Carta Europe's service offerings, market knowledge, and expertise.
You'll join the small but mighty Customer Success team in London within the Carta Europe business unit. This role requires close collaboration with fellow UK Customer Success teammates, Sales, Delivery, RevOps, and R&D teams. The ideal candidate is a self-starter eager to make an impact, thriving in collaborative teamwork within a fast-paced startup environment, with an obsession over customer experience and top-tier CS practices alongside exceptional organization and communication skills.
REQUIREMENTS:
- 4+ years of experience in Customer Success or Account Management, preferably in a SaaS environment
- Proficiency with Salesforce (SFDC) and 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 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
