Customer Success Manager

Summary

Join Karbon as a Customer Success Manager to take ownership of client relationships, drive value with our practice management software, and contribute to the company's growth and impact.

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
• 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
• 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

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