Note: The job is a remote job and is open to candidates in USA. Karbon is a global provider of AI-powered practice management software for accounting firms. The SMB Customer Success Manager will manage a large portfolio of small and medium-sized business accounts, driving retention, renewals, product adoption, and measurable customer value through data, AI, and automation. The role also involves resolving customer issues, building relationships, and collaborating cross-functionally with sales, marketing, product, and support teams.
Responsibilities
- Manage a large portfolio of SMB accounts, maximizing the impact and value of Karbon for users, stakeholders, and their businesses
- Proactively prevent churn and manage renewals, with a focus on maintaining high annual logo retention
- Proactively identify at-risk renewals or churn, collaborating with internal teams on corrective action plans
- Use customer data and feedback to inform strategies and improve the experience
- Build and maintain strong customer relationships, acting as the main point of contact
- Drive product adoption, helping customers see measurable success with the solution
- Resolve customer issues in collaboration with support and product teams
- Encourage customer advocacy and support testimonials and case studies
- Work cross-functionally with sales, marketing, and product teams
- Leverage AI-driven tools and automation to deliver consistent value and create frequent wins across a wide customer base
- Use data insights to identify risk signals and adoption opportunities at scale, without sacrificing a high-touch feel for each customer
Skills
- More than 2 years of experience in a customer success or account management role, ideally in SaaS or technology
- Intermediate proficiency in Google Sheets and/or Excel
- Proven track record of delivering outstanding customer experiences and managing multiple accounts
- Excellent presentation skills, with confidence engaging executives and leaders
- Skilled at identifying customer pain points and mapping product features to solutions
- Clear, effective communicator who adapts easily to different communication methods
- Team-oriented, fostering a cooperative environment that promotes learning and growth
- Experience with Vitally, Salesforce, and Slack is highly desirable
- Bachelor's degree in Accounting, Business, Communications, Information Technology, Finance, or Psychology preferred
Benefits
- Gain global experience across the USA, Australia, New Zealand, UK, Canada and the Philippines
- Paid Flexible Time Off with an encouraged 3 weeks use per year
- Company paid medical for you and eligible spouse/partner and dependents
- Company paid dental and vision and eligible spouse/partner and dependents
- Fully company funded short and long term disability
- Fully company paid life insurance
- 401(k) with company matching
- Flexible Spending Account
- Up to 8 weeks paid parental leave
- Work-from-home stipend
- Work with (and learn from) an experienced, high-performing team
- A collaborative, team-oriented culture that embraces diversity, invests in development and provides consistent feedback
- Be part of a fast-growing company that firmly believes in promoting high performers from within
Company Overview