Join to apply for the Customer Success Manager role at Karbon
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Join to apply for the Customer Success Manager role at 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. 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. Some of your main responsibilities will include: Create and own a quarterly success strategy for your customer portfolio. The function of this will be to identify churn risks whilst looking for opportunities to maximize revenue with healthy accounts. Build strong relationships with your customers, use empathy to understand their challenges in order to become an expert at driving value with Karbon. Become a product expert for our Invoicing & Payments product and act as the regional resource to help train and manage customers through to adoption. You'll proactively push adoption of our Invoicing & Payments product to targeted customers. Manage upcoming customer renewals. Stay up to date with our Product Roadmap and promote, demo and relay information about upcoming features to customers. Monitor customer health and usage metrics to work proactively. Advocate for your customers internally and provide important customer insights to other departments such as Product, Sales and Support. Key metrics will be Retention and Expansion, typically reported as Net Growth or NDR. About you: Physically based in the US and confident working autonomously in a remote role, whilst be willing to travel occasionally to our customers offices to carry out site visits and attend events (approximately 5-10% of your time). Experience in a B2B SaaS enablement role (Success, Services, Consulting, Training, Account Management) with a track record of success. (Preferable) A subject matter expert in the accountancy software market. A strategic thinker who can play-to-win and you are comfortable carrying a target. Great relationship building skills. Excellent communication & presentation skills. Tenacious - always looking for a better way to serve your customers, such as providing useful information or sharing best practice. Curious - You want to know how the best accounting firms operate and love to share this insight far and wide in a consultative way. Effective project management skills, including ability to manage resources on a cross-functional team. Why work at Karbon? 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. Compensation range is $60,000 - $75,000 USD base salary, with potential target bonus, equity grants, and generous benefits. Karbon embraces diversity and inclusion and encourages applications even if candidates do not meet every single criteria. They provide reasonable accommodations during recruitment and request no agency referrals for this position.
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