Customer Success Manager

Summary

Join Karbon as a Customer Success Manager and take ownership of your client portfolio, ensuring their needs are met and value is continuously delivered. You will develop strong relationships with clients, act as a customer advocate within Karbon, and develop quarterly success and expansion strategies. Responsibilities include leading strategic discussions, identifying at-risk accounts, and collaborating with other teams to deliver a seamless customer experience. You will track key customer success metrics and master the Karbon platform to help customers maximize efficiency and value. This role requires at least 4 years of experience in a B2B SaaS enablement role with a proven track record of driving retention and managing a successful expansion pipeline. Karbon offers a flexible working environment, generous parental leave, and a collaborative team culture.

Requirements

• At least 4 years of experience in a B2B SaaS enablement role (Customer Success or Account Management) with a proven track record of driving retention and managing a successful expansion pipeline
• Proven success leading customers through change management
• Comprehensive experience with Customer Success best practices
• Strong follow up skills, ensuring that customer needs and expectations are consistently met
• Ability to work in a fast-paced, dynamic environment
• Strong problem-solving skills, with a proactive and solutions-oriented mindset
• Excellent communication and presentation skills, with the ability to clearly articulate complex concepts to stakeholders at all levels
• Demonstrated ability to analyze customer data, develop strategic plans, and implement solutions that drive business outcomes
• Comfortable working autonomously in a remote role while being a collaborative team player
• A relentless focus on customer success, always seeking to provide value and optimize customer experiences
• Ability and willingness to travel for customer meetings and industry events, representing Karbon with professionalism and enthusiasm

Responsibilities

• Serve as the main point of contact for a portfolio of strategic customers, ensuring their needs are met and value is continuously delivered
• Develop and maintain strong, trusted relationships with customers, ensuring high engagement and satisfaction. Includes the ability to identify and effectively engage new stakeholders at the executive level
• Act as a customer advocate within Karbon, providing insights to product and leadership teams to enhance our offerings
• Develop and own a quarterly success and expansion strategy for your customer portfolio, focusing on identifying growth and retention opportunities for your accounts
• Leverage behavioral data to evaluate your book of business and develop communication strategies driving the greatest impact at scale
• Lead strategic discussions with customers to mutually identify opportunities for expansion and deepening of the engagement
• Identify at risk accounts and develop strategies to mitigate churn, ensuring customer retention
• Collaborate closely with customers to create tailored Success Plans that align Karbon’s solutions with their strategic goals. Ensure that these plans drive measurable outcomes and long-term success
• Maintain regular, proactive communication with customers, providing updates, gathering feedback, and addressing concerns
• Track and report on key customer success metrics, including customer health, satisfaction, and retention
• Master the Karbon platform to help customers maximize efficiency and value. Regularly promote, demo, and provide insights on upcoming features and product enhancements
• Work closely with Sales, Product, Education, and Support teams to align on customer goals and deliver a seamless experience across the customer journey

Preferred Qualifications

• Previous experience working at a company that sells Workflow, Accounting, or Project Management software
• Deep knowledge and previous experience using Karbon
• Startup environment experience
• Strong Communication Skills: Communicate clearly and effectively through various channels, including webinars, email campaigns, and digital content
• Analytical and Data-Driven Mindset: The ability to analyze customer data, identify trends, and use insights to drive decision-making is essential. Rely on data to customize and optimize your outreach strategies, ensuring that they are meeting the needs of your customers
• Technological Proficiency: Proficiency with Customer Success Platforms (CSPs), CRM systems, Generative AI, and other digital. You use technology to automate processes, manage customer interactions
• Empathy and Customer Centricity: Understand and empathize with customer needs and challenges. Ability to anticipate customer issues and proactively provide solutions that align with customer goals and expectations
• Time Management and Organizational Skills: Excellent time management and the ability to prioritize tasks effectively
• Creativity and Problem-Solving: The ability to think creatively and solve problems is essential for developing and implementing effective strategies that cater to a diverse customer base
• Adaptability and Flexibility: The needs and behaviors of customers can change rapidly. Be adaptable and flexible, ready to adjust your strategies and approaches to meet evolving customer requirements
• Collaboration and Teamwork: Ability to collaborate with other teams (such as product, marketing, and sales) to ensure a cohesive and integrated customer experience. Effective teamwork and collaboration skills are essential for aligning efforts across departments
• Strategic Thinking: The ability to think strategically about Customer Success, including how to tailor communications and measure impact

Benefits

• Gain global experience across USA, New Zealand, UK, and Canada
• 4 weeks annual leave plus 5 extra "Karbon Days" off a year
• Flexible working environment
• Work with (and learn from) an experienced, high-performing team
• Be part of a fast-growing company that firmly believes in promoting high performers from within
• A collaborative, team-oriented culture that embraces diversity, invests in development, and provides consistent feedback
• Generous parental leave