Customer Success Manager

About Karbon

Karbon is the global leader in practice management software for growth-minded accounting firms. We provide an award-winning, highly collaborative cloud platform that streamlines work and communication, enabling the average accounting firm using Karbon to save 18.5 hours per week, per employee.

We have customers in 34 countries and have grown into a globally distributed team, with our people based throughout the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines. We are well-funded, ranked #1 on G2, have a fantastic team culture built on our values, are growing rapidly, and making a global impact.

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. You'll become an expert in the best practices of practice management and provide consultative advice, that will lead to scoping and leading successful projects to drive change. You'll also function as a crucial link between our customers and the rest of your fellow Karbonites.

We are looking for a proactive and experienced individual who has managed enterprise customer relationships in the B2B SaaS space.

Client Relationship Management

• 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.

Strategic Planning & Execution

• 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.

Customer Success Strategies

• 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.

• 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.

Bonus points if you have:

• Previous experience working at a company that sells Workflow, Accounting, or Project Management software
• Deep knowledge and previous experience using Karbon
• Startup environment experience

Other Competencies:

• Strong Communication Skills: Communicate clearly and effectively through various channels, including webinars, email campaigns, and digital content.
• Analytical and Data-Driven Mindset: The ability to analyze customer data, identify trends, and use insights to drive decision-making is essential. Rely on data to customize and optimize your outreach strategies, ensuring that they are meeting the needs of your customers.
• Technological Proficiency: Proficiency with Customer Success Platforms (CSPs), CRM systems, Generative AI, and other digital. You use technology to automate processes, manage customer interactions.
• Empathy and Customer Centricity: Understand and empathize with customer needs and challenges. Ability to anticipate customer issues and proactively provide solutions that align with customer goals and expectations.
• Time Management and Organizational Skills: Excellent time management and the ability to prioritize tasks effectively.
• Creativity and Problem-Solving: The ability to think creatively and solve problems is essential for developing and implementing effective strategies that cater to a diverse customer base.
• Adaptability and Flexibility: The needs and behaviors of customers can change rapidly. Be adaptable and flexible, ready to adjust your strategies and approaches to meet evolving customer requirements.
• Collaboration and Teamwork: Ability to collaborate with other teams (such as product, marketing, and sales) to ensure a cohesive and integrated customer experience. Effective teamwork and collaboration skills are essential for aligning efforts across departments.
• Strategic Thinking: The ability to think strategically about Customer Success, including how to tailor communications and measure impact.

• 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

Karbon embraces diversity and inclusion, aligning with our values as a business. Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single criteria. If you've made it this far in the job description but your past experience doesn't perfectly align, we do encourage you to still apply. You could still be the right person for the role

We recruit and reward people based on capability and performance. We don't discriminate based on race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion, physical or cognitive ability, and other diversity dimensions that may hinder inclusion in the organization.

Generally, if you are a good person, we want to talk to you.

If there are any adjustments or accommodations that we can make to assist you during the recruitment process, and your journey at Karbon, contact us at [email protected] for a confidential discussion.

At this time, we request that agency referrals are not submitted for this position. We appreciate your understanding and encourage direct applications from interested candidates. Thank you