Manager of Customer Success

Summary

Join Karbon's Customer Success team as Manager of SMB Customer Success Team, leading and mentoring a team focused on driving customer adoption, value, and retention. You will create and execute customer engagement strategies, advocate for customer needs, and deliver a focused approach to maximize product value. Responsibilities include developing and using customer health scorecards, leveraging data insights, and utilizing technology for efficient management. You will own retention and value for SMB accounts, foster a collaborative team culture, and serve as the primary escalation point. The role requires managing competing priorities, defining and tracking KPIs, and collaborating with cross-functional teams. Karbon offers a comprehensive benefits package.

Requirements

• Experience : 8+ years in Customer Success or account management, with 3+ years in leadership roles within Customer Success
• SaaS Expertise : Proven track record of leading Customer Success teams in a SaaS environment, including hands-on experience with renewals, upsells, and managing high-volume SMB customer bases
• Data-Driven : Strong understanding of SaaS metrics (Retention, expansion - Net growth and NDR), using data to drive insights and decision-making
• Collaboration : Ability to work effectively with cross-department senior leaders and executives
• Communication : Exceptional communication skills, building relationships with both customers and internal stakeholders
• Leadership : Proven ability to coach, hire, and train high-performing teams, with a focus on trust and relationship building
• Multitasking : Skilled at prioritizing tasks, multitasking, and staying calm under pressure while monitoring KPIs and customer success metrics
• Proactive and Creative : Organized, proactive, and innovative, with a passion for driving customer engagement, loyalty, and product adoption

Responsibilities

• Lead and mentor the Customer Success team, providing coaching to help them excel
• Create and execute a customer engagement strategy focused on success and satisfaction
• Advocate for the customer’s needs within the organization, influencing product development and improvements
• Deliver a focused approach to drive product adoption for maximum value with every customer
• Develop and use customer health scorecards to proactively address issues and ensure satisfaction
• Use data insights to identify trends and improve the customer journey
• Leverage technology and automation to efficiently manage a large customer base at scale
• Own responsibility for ensuring retention and value with SMB accounts
• Foster a collaborative, customer-focused, and sales-centric team culture
• Serve as the primary escalation point for the team, coordinating resources as needed for customer success
• Manage competing priorities in a dynamic environment with expert prioritization
• Define and track KPIs, identifying improvements through data analysis

Preferred Qualifications

Education : Bachelor’s degree in Accounting, Business, Communications, Information Technology, Finance, or Psychology preferred, providing a solid foundation for the role

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