Customer Success Manager

Karbon; United States; Remote; USD 75,000 - 85,000; Full time

Benefits offered by this job

Paid Flexible Time Off

Company paid medical for you and dependents

Company paid dental and vision

Fully company funded short and long term disability

401(k) with company matching

Work-from-home stipend

Up to 8 weeks paid parental leave

Job summary

A leading practice management software company is seeking a Customer Success Manager to enhance client relationships and drive successful change. The ideal candidate has experience in B2B SaaS, excellent communication skills, and can work autonomously in a remote environment. Key responsibilities include developing customer strategies, becoming a product expert, and advocating for clients internally. A competitive salary and benefits package is offered, along with a culture that emphasizes growth and collaboration.

Qualifications

• Experience in a B2B SaaS enablement role with a track record of success.
• Excellent communication & presentation skills.
• Ability to work autonomously in a remote role.

Responsibilities

• Create and own a quarterly success strategy for your customer portfolio.
• Build strong relationships with your customers, understanding their challenges.
• Become a product expert for our Invoicing & Payments product.

Skills

B2B SaaS experience

Relationship building

Communication skills

Project management skills

Job description

About 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, and are growing rapidly.

About the Role

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.

Responsibilities

• 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.

Qualifications

• 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.

Benefits

• 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 insurance401(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.

Compensation

The estimated base salary range for this role is: $75,000 USD – $85,000 USD.

Equal Employment Opportunity

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 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!