SMB Customer Success Manager

Summary

Join Karbon as an SMB Customer Success Manager to manage a large portfolio of customers, drive retention, and foster growth across accounts.

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

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

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