Senior Enterprise Customer Success Manager

You will own the success and health of a portfolio of Carta's most strategic late-stage private customers. You will develop strategies to increase engagement and mitigate churn, become a trusted advisor by delivering value and acting as the voice of the customer internally, and drive product adoption throughout the customer journey, including training customers on Carta's MCP plugins. You will use AI fluency and custom workflows to engage customers at scale, lead discovery around private liquidity and IPO advisory, and build strategic account plans that drive retention and growth. You will maintain a regular communication cadence, marshal internal resources to resolve issues, collaborate with R&D and Customer Support, and identify liquidity opportunities aligned with each customer's life cycle.

Responsibilities

• Own the success and health of assigned clients by developing strategies to increase engagement and mitigate churn
• Become a trusted advisor by developing deep relationships with strategic customers and acting as the voice of the customer internally
• Drive product adoption and usage of Carta throughout the customer journey, including training customers on MCP plugins
• Leverage AI fluency and custom workflows to proactively engage customers at scale and uncover strategic opportunities
• Lead discovery around private liquidity and IPO advisory to engage clients with service offerings
• Drive retention and growth by developing strategic account plans aligned with customer business needs
• Maintain a regular cadence of communication about adoption trends, engagement, health, and sentiment
• Marshal internal resources to resolve customer issues and proactively address areas of risk
• Collaborate with R&D and Customer Support teams to resolve issues and share customer feedback
• Identify liquidity opportunities aligned with the customer life cycle and engage customers with cross-functional teams

Requirements

• Strong verbal and written communication skills with the ability to break down complex concepts
• Experienced negotiator with high EQ who has managed large renewals with procurement teams, procurement vendors, and finance professionals
• Proven ability to build and manage relationships, preferably in a SaaS environment
• Strong fluency in modern AI systems and comfort navigating technical environments (CLIs, APIs, MCPs)
• Diplomacy, tact, poise under pressure, and high tolerance for ambiguity
• Prior experience in venture capital or private equity is a plus
• Problem-solving skills with a growth mindset and attention to detail
• Experience with customer success platforms such as Gainsight, Catalyst, Client Success, or Churn Zero
• Adaptability amid shifting priorities
• Exposure to complex product offerings is a plus
• Willingness to take CEP exams if not already certified

Benefits

• Equity for all full-time roles
• Commission plans for applicable roles
• Exceptional benefits package