About Karbon

Karbon is the global leader in AI-powered practice management software for accounting firms. We provide an award-winning cloud platform that helps tens of thousands of accounting professionals work more efficiently and collaboratively every day. With customers in 40 countries, we have grown into a globally distributed team across the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines. We are well-funded, ranked #1 on G2, growing rapidly, and have a people-first culture that is recognized with Great Place To Work® certification and on Fortune magazine's Best Small Workplaces™ List.

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.

About you

Candidates with the following experience are encouraged to apply:

Experience: more than 2 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: Bachelor’s degree in Accounting, Business, Communications, Information Technology, Finance, or Psychology preferred, providing a solid foundation for the role.

Why Work at Karbon?

Gain global experience across the USA, Australia, New Zealand, UK, Canada and the Philippines
Excellent benefits package including:
- 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 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 Ac

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