Customer Success Manager

Karbon; Canada; Remote; CAD 70,000 - 90,000; Full time

Benefits offered by this job

Paid flexible time off

Company-paid medical

401(k) with company matching

Work-from-home stipend

Job summary

A growth-focused software company is looking for a Customer Success Manager to own a client portfolio and provide insights for their success. The role involves building strong relationships with clients, becoming an expert in their invoicing product, and managing renewals. Ideal candidates will have experience in B2B SaaS roles, strong communication skills, and the ability to work autonomously. The company offers a comprehensive benefits package including paid time off, medical, and a collaborative culture.

Qualifications

• Experience in a B2B SaaS enablement role with a track record of success.
• Confident working autonomously in a remote role.
• Excellent communication and presentation skills.

Responsibilities

• Create and own a quarterly success strategy for your customer portfolio.
• Build strong relationships with customers using empathy.
• Become a product expert and manage customer renewals.

Skills

B2B SaaS enablement

Relationship building

Communication skills

Project management

Strategic thinking

Job description

Karbon is the global leader in practice management software for growth‑minded accounting firms. Our award‑winning, highly collaborative cloud platform streamlines work and communication, enabling the average accounting firm using Karbon to save 18.5 hours per week, per employee. We serve customers in 34 countries and our team is located throughout the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines.

About the Role

As a Customer Success Manager at Karbon, you’ll take ownership of your own client portfolio. You’ll become an expert in practice‑management best practices and provide consultative advice, leading projects that drive change. You will act as a crucial link between our customers and the rest of the Karbon team.

Responsibilities

• Create and own a quarterly success strategy for your customer portfolio.
• Build strong relationships with customers, using empathy to understand their challenges and 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.
• Manage upcoming customer renewals.
• Stay up‑to‑date with our Product Roadmap and promote, demo and relay information about upcoming features.
• Monitor customer health and usage metrics to work proactively.
• Advocate for customers internally and provide insights to 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, confident working autonomously in a remote role, and willing to travel occasionally to customer offices (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) Subject matter expert in the accountancy software market.
• A strategic thinker who can play to win and is comfortable carrying a target.
• Great relationship‑building skills.
• Excellent communication and presentation skills.
• Tenacious – always looking for a better way to serve customers.
• Curious – eager to learn how the best accounting firms operate and share insights consultatively.
• Effective project‑management skills, including the ability to manage resources on a cross‑functional team.

Why Work at Karbon?

• 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, spouse/partner and dependents.
  • Company‑paid dental and vision for you, 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.

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 criterion. If you’ve made it this far in the job description but your past experience doesn’t perfectly align, we 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.

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 [e-mail] 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!

Seniority level: Mid‑Senior level | Employment type: Full‑time | Job function: Other | Industries: Technology, Information and Internet.