Customer Success Manager - SMB

Summary

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

Qualifications

Must Haves

• 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

Nice to Haves

• 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