Customer Success Manager

Summary

Join Karbon as a Customer Success Manager and take ownership of your customer portfolio, driving growth and ensuring customer success. You will develop quarterly success strategies, build strong customer relationships, and become an expert in Karbon's Invoicing & Payments product. Responsibilities include managing customer renewals, monitoring customer health, and advocating for customers internally. This role requires experience in B2B SaaS and strong communication and project management skills. Based in the UK, this remote position offers flexible time off, generous parental leave, pension matching, and home office equipment.

Requirements

• Based in the UK, and comfortable working remotely with occasional travel to customer sites for visits or events (approximately 5-10% of your time)
• Experience in a B2B SaaS role (Customer Success, Account Management, Consulting, or Training) with a proven track record of success
• Strong relationship-building skills and a passion for delivering value to customers
• Excellent communication and presentation skills
• Tenacious – constantly looking for new ways to better serve your customers, whether by providing useful information or sharing best practices
• Curious – eager to learn how top accounting firms operate and sharing those insights in a consultative manner
• Strong project management skills and experience working with cross-functional teams

Responsibilities

• Develop and own a quarterly success strategy for your portfolio of customers, focusing on identifying churn risks and maximising revenue from healthy accounts
• Build strong, empathetic relationships with your customers, understanding their challenges and driving value through Karbon’s solutions
• Become a subject matter expert in our Invoicing & Payments product, and lead customers through adoption and training. Proactively promote adoption to targeted customers
• Manage customer renewals and ensure customer retention
• Stay up-to-date with Karbon’s Product Roadmap, and promote, demo, and relay upcoming features to customers
• Monitor customer health and usage metrics, acting proactively to address any issues
• Advocate for your customers internally, providing valuable feedback to departments like Product, Sales, and Support

Preferred Qualifications

• Knowledge of the accountancy software market (ideal but not essential)
• A strategic thinker with a results-driven mindset, and comfortable working with targets

Benefits

• Gain global experience across markets in the US, New Zealand, UK, and Canada
• Enjoy paid flexible time off and a strong work-life balance
• Benefit from generous parental leave policies
• Pension matching
• Receive home office equipment and enjoy a flexible working environment
• Work with and learn from an experienced, high-performing team
• Be part of a rapidly growing company with a strong focus on promoting high performers from within
• Join a collaborative, diverse, and inclusive team that values continuous development and feedback