Senior Enterprise Customer Success Manager

Responsibilities

• Own the success and health of assigned clients by developing strategies to increase engagement and mitigate churn.
• Become a trusted advisor; develop deep relationships with strategic customers by delivering value, sharing best practices, and acting as the voice of the customer internally.
• Drive product adoption and usage of Carta throughout the customer journey, including training on Carta’s MCP plugins.
• Leverage AI fluency to proactively engage with customers at scale by building and utilizing custom workflows to anticipate needs and uncover opportunities.
• Lead discovery around private liquidity and IPO advisory to ensure clients are aware of and engaged with service offerings.
• Drive retention and growth by understanding business needs and developing strategic account plans.
• Maintain regular communication with customers; share insights on adoption trends, engagement, health, and sentiment.
• Marshall internal resources to resolve issues; proactively identify risks and develop mitigation plans.
• Collaborate with R&D and Customer Support teams to resolve issues and share feedback to improve the product.
• Leverage technology to proactively engage customers at scale regarding value and upcoming renewals.
• Identify liquidity opportunities aligned with the customer’s lifecycle and collaborate with cross-functional teams.

Requirements

• Strong verbal and written communicator who can break down complex concepts.
• Experienced negotiator with high EQ who has managed large renewals with procurement teams, vendors, and finance professionals.
• Proven ability to build and manage relationships, preferably in a SaaS environment.
• Strong fluency in modern AI systems; comfortable navigating technical environments (CLIs, APIs, MCPs) to build creative solutions for complex enterprise accounts.
• Diplomacy, tact, poise under pressure, and high tolerance for ambiguity.
• Problem solver with a growth mindset; proactive, action-oriented, and detail-oriented.
• View AI as a workflow engine and comfortable with advanced AI systems.
• Experience working with customer success platforms such as Gainsight, Catalyst, Client Success, or Churn Zero.
• Adaptability in shifting priorities.
• Willingness to take CEP exams if not already certified.

Nice-to-Haves

• Prior experience working in venture capital or private equity space.
• Exposure to complex product offerings.