Customer Success Manager

Summary

Join Karbon, a global leader in practice management software, as an SMB Customer Success Manager. You will manage a large portfolio of SMB customers, focusing on high annual logo retention. Success hinges on efficient, strategic work using automation tools to deliver consistent value. You'll ensure long-term customer satisfaction, drive retention, and foster growth. Key responsibilities include building strong customer relationships, managing onboarding and training, driving product adoption, preventing churn, and resolving customer issues. You will collaborate with various teams and use customer feedback to improve the experience.

Requirements

• Experience : more than 2 years in a customer success or account management experience, ideally in SaaS or technology
• Technical Skills : Intermediate proficiency in Google Sheets and/or Excel
• Customer-Centric Track Record : Proven success in delivering outstanding customer experiences and ability to manage multiple accounts
• Communication & Presentation : Excellent presentation skills, with confidence engaging executives and leaders
• Problem-Solving Ability : Skilled at identifying customer pain points and mapping product features to solutions
• Written & Verbal Communication : Clear, effective communicator who adapts easily to different communication methods
• Collaboration : Team-oriented, fostering a cooperative environment that promotes learning and growth

Responsibilities

• Build and maintain strong customer relationships, acting as the main point of contact
• Manage a large portfolio of SMB accounts, maximizing the impact and value of Karbon for users, stakeholders, and their businesses
• Oversee onboarding and training to ensure smooth product implementation
• Drive product adoption, helping customers see measurable success with the solution
• Proactively prevent churn and manage renewals
• Resolve customer issues in collaboration with support and product teams
• Use customer data and feedback to inform strategies and improve the experience
• Work cross-functionally with sales, marketing, and product teams
• Proactively identify at-risk renewals or churn, collaborating with internal teams on corrective action plans
• Encourage customer advocacy and support testimonials and case studies

Preferred Qualifications

• Educational Background : Bachelor’s degree in Accounting, Business, Communications, Information Technology, Finance, or Psychology preferred, providing a solid foundation for the role
• Tools Familiarity : Experience with Vitally, Salesforce and Slack is highly desirable

Benefits

• Industry-leading benefits package including medical, dental, and vision insurance for you and up to three eligible dependents
• 15 paid time off days per year (which includes 5 Karbon Days per year)
• 7 Sick leave days per year
• Internet and work-from-home subsidy
• Discretionary bonus program
• Work with (and learn from) a very experienced team
• Be part of a startup team that will continue to grow around you
• Flexible approach to work environment (we believe in trust and autonomy)
• A culture of open communication, consistent feedback, and full transparency into company results, metrics, and financial position