# Senior Enterprise Customer Success Manager

**Company:** [Carta](https://hotfix.jobs/companies/carta)
**Location:** New York, NY, San Francisco, CA
**Role:** Customer Success
**Salary:** $153k – $181k/yr
**Experience:** 5+ years
**Skills:** Customer Success, ai systems, clis, APIs, mcps, Gainsight, catalyst, client success, churn zero, Negotiation, Account Management, SaaS, venture capital, private equity
**Posted:** 2026-07-17

> Own success and health of Carta's top Late Stage Private customers as a trusted advisor. Drive adoption, retention, growth, and liquidity opportunities using AI workflows, technical fluency, and strategic account planning while managing large renewals.

## Job Description

## 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.

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