Growth-Focused SMB Customer Success Manager

Karbon; Canada; Remote; CAD 65,000 - 95,000; Full time

Benefits offered by this job

Paid time off

Medical/dental/vision benefits

Parental leave

Work-from-home stipend

401(k) with company matching

Job summary

Karbon is seeking an SMB Customer Success Manager to oversee a broad portfolio of SMB accounts, driving adoption and value while reducing churn. You will act as the primary contact for customers, coordinating with support and product teams to ensure satisfaction.

The role emphasizes strategic relationship management, data-driven insights, and proactive renewal planning across multiple accounts in a global, cloud-based SaaS environment. Excellent communication skills are essential.

Qualifications

• 2+ years in customer success or account management, preferably SaaS/tech.
• Experience with customer success tools and data-driven strategies.

Responsibilities

• Build and maintain strong customer relationships as the main contact for SMB accounts.
• Manage a large portfolio of SMB customers, maximizing value and renewals.
• Drive product adoption and measurable success with the solution.
• Proactively prevent churn and manage renewals.
• Resolve customer issues with support and product teams.
• Use customer data and feedback to inform strategies and improvements.
• Collaborate cross-functionally with sales, marketing, and product teams.
• Identify at-risk renewals and coordinate corrective actions.
• Encourage customer advocacy and collect testimonials and case studies.

Skills

Customer relationships

SAAS Experience

Excel / Google Sheets

Communication & presentation

Problem-solving

Team collaboration

Education

Bachelor's degree (Accounting, Business, Communications, IT, Finance, or Psychology)

Tools

Vitally

Salesforce

Slack

Job description

Karbon is seeking an SMB Customer Success Manager to oversee a broad portfolio of SMB accounts, driving adoption and value while reducing churn. You will act as the primary contact for customers, coordinating with support and product teams to ensure satisfaction.

The role emphasizes strategic relationship management, data-driven insights, and proactive renewal planning across multiple accounts in a global, cloud-based SaaS environment. Excellent communication skills are essential.