Strategic Customer Success Manager (AI SaaS)

Karbon; Chicago (IL); On-site; USD 75,000 - 85,000; Full time

Benefits offered by this job

Paid time off

Medical coverage

Dental & vision

Life insurance

401(k) matching

Work-from-home stipend

Job summary

Karbon is seeking a Customer Success Manager to own a portfolio of clients, delivering consultative guidance on practice management, and driving successful projects that deliver measurable value. You will bridge customers with Product and GTM teams, leveraging insights to influence roadmap and adoption.

Based in the US/Canada with remote work and occasional travel (5-10%), you will help drive Net Revenue Retention, churn prevention, and expansion opportunities across a global customer base.

Qualifications

• 2–3+ years of experience in a B2B SaaS enablement role (Success, Services, Consulting, Training, Account Management).
• Strong relationship-building, communication, and presentation skills.
• Excels in a remote, autonomous work environment with cross-functional collaboration.

Responsibilities

• Create and own a success strategy for each customer portfolio, identifying churn risk and expansion opportunities.
• Own renewal and expansion strategy, including cross-sell and upsell opportunities (Billing & Payments).
• Drive Net Revenue Retention through product adoption and expanded seat usage.
• Operate in a metrics-rich environment using dashboards and insights to prioritize actions.

Skills

Account management

Relationship building

Communication

Presentation skills

Program management

Job description

Karbon is seeking a Customer Success Manager to own a portfolio of clients, delivering consultative guidance on practice management, and driving successful projects that deliver measurable value. You will bridge customers with Product and GTM teams, leveraging insights to influence roadmap and adoption.

Based in the US/Canada with remote work and occasional travel (5-10%), you will help drive Net Revenue Retention, churn prevention, and expansion opportunities across a global customer base.