Customer Success Manager - SMB

About Karbon

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.

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