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Customer Success Manager

3 weeks ago

Canberra, Australia Karbon Full time

**About Karbon**
Karbon is the global leader in practice management software for modern accounting firms. We provide a truly collaborative cloud platform to optimise and manage workflows, communicate within teams, and deliver exceptional services for their clients. We are focused on supporting accountants and bookkeepers by saving time, improving productivity, and providing actionable insight into every practice.
Founded in San Francisco, we have customers in 128 countries and we've grown into a globally distributed team with our people based in the Bay Area, Seattle, San Diego, Reno, Sydney, Canberra, Melbourne, New Zealand, Canada and the United Kingdom. We are well-funded, have a fantastic team culture, are growing rapidly, and making a global impact.

**About the role**:
Do you enjoy having responsibility for the growth and value delivered to your portfolio of clients? Are you motivated by working closely with clients to solve their challenges? Do you take pride in helping our clients succeed while constantly looking for opportunities to deliver value to them?
As a Customer Success Manager at Karbon, you'll take ownership of your own clients by giving consultative advice, scoping, and leading successful project implementations while driving customer engagement. You'll function as a crucial link between our clients and our Sales and Product Development teams.

**Responsibilities**:

- Drive user health and growth in existing customers 90 days after initial sale and in existing high profile customers by helping them succeed in their business goals with a proactive hands-on approach.
- Create a specific proactive success plan for key customers' product adoption and seat growth, and act as project manager to execute. Ensure they actualize the value proposition from their investment.
- Partner cross-functionally with internal stakeholders including but not limited to vertical SME's, technical solutions, sales, people/operations, finance, and legal to ensure operational excellence and customer success.
- Collaborate with customers to build KPI's aligned with their long term goals which Karbon can help them achieve. Verify they are being met and/or exceeded on a consistent basis.
- Accurately Identify risk of customer churn or stalled implementation or expansion and put value-add actions in place to mitigate. Develop a repeatable process and methodology that can be followed by others as Karbon expands.
- Champion the voice of the customer internally by relaying product feedback to Product/Design teams for improvements and road mapping.

**What we're looking for**:

- Physically based in Australia and comfortable working with a remote, international team
- 3+ years (up to 5) of industry experience in B2B SaaS Accounting, Business Development, Customer Success, Professional Services, or Training/Education with an impressive track record of meeting and exceeding account health or revenue growth targets on a consistent basis.
- Excellent communication skills with the ability to explain complex concepts clearly and efficiently while giving consultative advice to help our clients grow their performance
- Ability to combine the work of managing your own clients, building long-term relationships, and recommending solutions to their problems through the use of Karbon products and services
- Ability to learn modern customer enablement SaaS and servicing tools to better understand, manage, and support our customers
- Professional spoken and written English (fluency in other major languages is a plus, but not required)
- Effective project management skills, including ability to manage resources on a cross-functional team.
- Though infrequent, able and willing to travel for meetings, conferences, and industry events when safe to do so

**Why work at Karbon?**
- Competitive salary, benchmarked each year and adjusted to keep up with market rates
- 4 weeks annual leave plus up to 5 Karbon Days
- Opportunity to be part of building a high-growth global product
- Ownership and autonomy over the work you do
- Work with (and learn from) an experienced, high-performing team
- Be part of a scaleup 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 transparency