Customer Success Manager

Karbon is the global leader in AI-powered practice management software for accounting firms, seeking a Customer Success Manager to enhance client relationships and drive value. The role involves managing a portfolio of clients, providing consultative advice, and ensuring successful adoption of the company's products.

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

Requirements:

• 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
• 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
• A subject matter expert in the accountancy software market