SMB 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.

In this role you will be responsible for managing a large portfolio of SMB customers with a focus on achieving Karbons key goals such as maintaining a high annual logo retention. Your success will be driven by your ability to work efficiently and strategically using automation tools to deliver consistent value and create frequent wins for a wide customer base each day. You will play a vital role in ensuring long-term customer satisfaction driving retention and fostering growth across your accounts.

About the Role

• 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.

About You!

Candidates with following experience are encouraged to apply:

• Experience: more than 3 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: Bachelors degree in Accounting Business Communications Information Technology Finance or Psychology preferred providing a solid foundation for the role.

Why Work at Karbon

• Industry-leading benefits package including medical dental and vision insurance for you and up to three eligible dependents. Also:
• Work-from-home allowance
• Rice subsidy
• Meal allowance per working day
• Laundry allowance
• 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
• Work with (and learn from) a very experienced team
• Be part of a startup 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 full transparency into company results metrics and financial position

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 youve made it this far in the job description but your past experience doesnt 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 dont 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 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!