Karbon is hiring a
Manager

Summary

Join Karbon as a Manager, Scaled Customer Success to build and manage digital and 1:Many Customer Success strategies, leveraging experience running scaled Customer Success motions across thousands of customers. The ideal candidate will have high proficiency with process optimization, data-driven decision-making, and ability to articulate how automation, campaigns, programs, and community drive growth and retention.

Requirements

• Experience (3-5+ years) executing customer success programs in B2B SaaS across a variety of mediums (human touch and digital touch.)
• Proven success (e.g. how to decide where to spend your time, serving up measurable outcomes, etc.) powered by analytical skills and data-driven decision-making
• Strong problem-solving skills: you can learn about a problem, create a recommended data-first approach, and design a strategy based on what you learn
• Proven ability to assess, select, and onboard new technologies to enhance business processes and user satisfaction
• The ability to move from ideation to execution: you have a bias toward action, move to test approaches quickly, can synthesize what you learn, and iterate
• Experience working cross-functionally: you build collaborative relationships with your cross-functional partners. You understand other teams’ priorities, how they overlap with ours, how to stay aligned, and how to keep projects moving
• The ability to keep projects on track with and without hard deadlines
• Ability to provide and receive feedback and deliver constructive feedback up, down, and laterally
• Excellent written and verbal communication skills

Responsibilities

• Develop and manage a comprehensive Scaled Customer Success program
• Gain a deep understanding of our personas and customer segments, including their engagement across key metrics; shape a data-driven approach to construct and differentiate our communication
• Show opportunities for digital interventions based on customer maturity and usage, aligning product features with customer goals
• Drive automation and technology-centric processes, contributing to the existing customer health scoring system and associated strategies
• Enhance our webinar series; work with CX leadership to find the highest-impact topics, and cadences
• Evaluate our self-serve experience and work to continually improve and evolve with our customers’ needs
• Design business intelligence capabilities that empower us to understand the reach and impact of our programs
• Build strong working relationships with our Marketing, Product, and Customer Enablement teams to design a cohesive customer communication experience; keep them in the loop with our Scaled CS plans and priorities

Preferred Qualifications

• Advanced working knowledge of Salesforce and Vitally
• Six Sigma certification
• Customer or Digital Marketing