Customer Success Manager - SMB

Karbon, Inc.; Northern (KY); Hybrid; USD 57,000 - 63,000; Full time

Job summary

Karbon is hiring an SMB Customer Success Manager to oversee a broad portfolio of SMB accounts in the USA. You will build strong relationships, drive product adoption, and work with support and product teams to deliver consistent value and renewals.

You will use data and feedback to optimize the customer experience, reduce churn, and foster growth. Experience in SaaS and comfort with analytics are essential for success.

Qualifications

• 2+ years in customer success or account management, ideally in SaaS/tech
• Strong ability to drive product adoption and customer value
• Proven track-record of reducing churn and driving renewals
• Excellent presentation and executive communication skills
• Ability to map product features to customer needs using data

Responsibilities

• Build and maintain strong customer relationships, acting as main contact
• Manage a large SMB portfolio and maximize value for users and stakeholders
• Drive product adoption and measurable success for customers
• Proactively prevent churn and manage renewals
• Resolve customer issues with support and product teams
• Use data/feedback to inform strategies and improvements
• Collaborate cross-functionally with sales, marketing and product
• Identify at-risk renewals and coordinate corrective actions
• Encourage customer advocacy and case studies
• Use AI-driven tools and usage analytics to detect risk signals

Skills

Account management

SaaS experience

Customer success

Google Sheets/Excel

Communication

Presentation

Collaboration

Data-driven decisions

Education

Bachelor’s degree (Accounting/Business/IT/Finance/Psychology)

Bachelor’s degree in a related field

Tools

Vitally

Salesforce

Slack

Job description

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.
• Leverage AI‑driven tools and usage analytics to identify risk signals, and productivity gains.

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 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

As we hire across various locations within the USA we are required by law to include a reasonable estimate of the compensation range for this role.

The range provided is broad and takes into consideration a wide range of factors that are reviewed when making a hiring decision, such as physical location/cost of living in that location, years of experience, skills, and other business needs.

It is not typical for a candidate to be hired at or near the top of the pay range and each compensation decision is dependent on each individual case. The base salary is one component of the total compensation package, which for some roles may include a target bonus, for some roles very competitive equity grant, and very generous benefits. While we believe competitive compensation is a critical aspect of you deciding to join us, we do hope you also spend time considering why our mission, purpose and values are right for you. We are creating something transformational here, and we hope you are as excited about the future as we are!

The estimated base salary range for this role is:

$57,000 - $63,000 USD

Please be aware that Karbon will only contact you via email from our domain, karbonhq.com. If you receive an email from any other domain, please do not click any of those links.

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

Generally, if you are a good person, we want to talk to you.

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.