Customer Success Manager

Summary

Join Karbon as a Customer Success Manager and take ownership of your client portfolio, focusing on maximizing revenue and minimizing churn. You will build strong customer relationships, become a product expert in Invoicing & Payments, and manage customer renewals. Responsibilities include creating quarterly success strategies, proactively promoting new features, monitoring customer health, and advocating for customer needs internally. The ideal candidate possesses B2B SaaS experience, strong relationship-building and communication skills, and a strategic mindset. Karbon offers a flexible work environment, generous benefits, and opportunities for professional growth within a fast-growing, global company.

Requirements

• Physically based in the US and confident working autonomously in a remote role, whilst be willing to travel occasionally to our customers offices to carry out site visits and attend events (approximately 5-10% of your time)
• Experience in a B2B SaaS enablement role (Success, Services, Consulting, Training, Account Management) with a track record of success
• A strategic thinker who can play-to-win and you are comfortable carrying a target
• Great relationship building skills
• Excellent communication & presentation skills
• Tenacious - always looking for a better way to serve your customers, such as providing useful information or sharing best practice
• Curious - You want to know how the best accounting firms operate and love to share this insight far and wide in a consultative way
• Effective project management skills, including ability to manage resources on a cross-functional team

Responsibilities

• Create and own a quarterly success strategy for your customer portfolio. The function of this will be to identify churn risks whilst looking for opportunities to maximize revenue with healthy accounts
• Build strong relationships with your customers, use empathy to understand their challenges in order to become an expert at driving value with Karbon
• Become a product expert for our Invoicing & Payments product and act as the regional resource to help train and manage customers through to adoption. You'll proactively push adoption of our Invoicing & Payments product to targeted customers
• Manage upcoming customer renewals
• Stay up to date with our Product Roadmap and promote, demo and relay information about upcoming features to customers
• Monitor customer health and usage metrics to work proactively
• Advocate for your customers internally and provide important customer insights to other departments such as Product, Sales and Support

Preferred Qualifications

A subject matter expert in the accountancy software market

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