Karbon is hiring a
Strategic Customer Success Manager

Summary

Join Karbon, the global leader in practice management software for growth-minded accounting firms, as we seek a proactive and experienced individual to manage enterprise customer relationships in the B2B SaaS space. The successful candidate will serve as the main point of contact for a portfolio of strategic customers, ensuring their needs are met and value is continuously delivered.

Requirements

• At least 4 years of experience in a B2B SaaS enablement role (Customer Success or Account Management) with a proven track record of driving retention and managing a successful expansion pipeline
• Proven success leading customers through change management
• Comprehensive experience with Customer Success best practices
• Strong follow up skills, ensuring that customer needs and expectations are consistently met
• Ability to work in a fast-paced, dynamic environment
• Strong problem-solving skills, with a proactive and solutions-oriented mindset
• Excellent communication and presentation skills, with the ability to clearly articulate complex concepts to stakeholders at all levels
• Demonstrated ability to analyze customer data, develop strategic plans, and implement solutions that drive business outcomes
• Comfortable working autonomously in a remote role while being a collaborative team player
• A relentless focus on customer success, always seeking to provide value and optimize customer experiences
• Ability and willingness to travel for customer meetings and industry events, representing Karbon with professionalism and enthusiasm

Responsibilities

• Serve as the main point of contact for a portfolio of strategic customers, ensuring their needs are met and value is continuously delivered
• Develop and maintain strong, trusted relationships with customers, ensuring high engagement and satisfaction. Includes the ability to identify and effectively engage new stakeholders at the executive level
• Act as a customer advocate within Karbon, providing insights to product and leadership teams to enhance our offerings
• Develop and own a quarterly success and expansion strategy for your customer portfolio, focusing on identifying growth and retention opportunities for your accounts
• Leverage behavioral data to evaluate your book of business and develop communication strategies driving the greatest impact at scale
• Lead strategic discussions with customers to mutually identify opportunities for expansion and deepening of the engagement
• Identify at risk accounts and develop strategies to mitigate churn, ensuring customer retention
• Collaborate closely with customers to create tailored Success Plans that align Karbon’s solutions with their strategic goals. Ensure that these plans drive measurable outcomes and long-term success
• Maintain regular, proactive communication with customers, providing updates, gathering feedback, and addressing concerns
• Track and report on key customer success metrics, including customer health, satisfaction, and retention
• Master the Karbon platform to help customers maximize efficiency and value. Regularly promote, demo, and provide insights on upcoming features and product enhancements
• Work closely with Sales, Product, Education, and Support teams to align on customer goals and deliver a seamless experience across the customer journey

Benefits

• Flexible Time Off with an encouraged 4 weeks use per year
• Company paid medical for you and eligible spouse/partner and dependents
• Paid dental and vision and eligible spouse/partner and dependents
• 401(k) with company matching
• Flexible Spending Account
• Up to 8 weeks paid parental leave
• Work-from-home stipend