[Hiring] Customer Success Manager @Karbon

Role Description

In this role, you will be responsible for managing a large portfolio of SMB customers, with a focus on achieving Karbon's 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.

As an SMB Customer Success Manager you will:

• 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.
• 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.

Qualifications

• More than 2 years in a customer success or account management experience, ideally in SaaS or technology.
• Intermediate proficiency in Google Sheets and/or Excel.
• Proven success in delivering outstanding customer experiences and ability to manage multiple accounts.
• Excellent presentation skills, with confidence engaging executives and leaders.
• Skilled at identifying customer pain points and mapping product features to solutions.
• Clear, effective communicator who adapts easily to different communication methods.
• Team-oriented, fostering a cooperative environment that promotes learning and growth.
• Experience with Vitally, Salesforce and Slack is highly desirable.
• Bachelor’s degree in Accounting, Business, Communications, Information Technology, Finance, or Psychology preferred.

Benefits

• Gain global experience across the USA, Australia, New Zealand, UK, Canada and the Philippines.
• Paid Flexible Time Off with an encouraged 3 weeks use per year.
• Company paid medical for you and eligible spouse/partner and dependents.
• Company paid dental and vision for you and eligible spouse/partner and dependents.
• Fully company funded short and long term disability.
• Fully company paid life insurance.
• 401(k) with company matching.
• Flexible Spending Account.
• Up to 8 weeks paid parental leave.
• Work-from-home stipend.
• Work with (and learn from) an experienced, high-performing team.
• A collaborative, team-oriented culture that embraces diversity, invests in development and provides consistent feedback.
• Be part of a fast-growing company that firmly believes in promoting high performers from within.