Strategic SMB Customer Success Manager — AI SaaS

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 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.