Customer Success Manager

About Karbon

Karbon is the global leader in practice management software for growth-minded accounting firms. We provide an award-winning, highly collaborative cloud platform that streamlines work and communication, enabling the average accounting firm using Karbon to save 18.5 hours per week, per employee.

We have customers in 34 countries and have grown into a globally distributed team, with our people based throughout the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines. We are well-funded, ranked #1 on G2, have a fantastic team culture built on our values, are growing rapidly, and making a global impact.

Do you enjoy having responsibility for the growth and value delivered to your portfolio of clients? Are you motivated by working closely with clients to solve their challenges? Do you take pride in helping our clients succeed while constantly looking for opportunities to deliver value to them?

As a Customer Success Manager at Karbon, you'll take ownership of your own clients. You'll become an expert in the best practices of practice management and provide consultative advice, that will lead to scoping and leading successful projects to drive change. You'll also function as a crucial link between our customers and the rest of your fellow Karbonites.

Some of your main responsibilities will include:

• 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.

About you

• 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
• (Preferable) A subject matter expert in the accountancy software market
• 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

Why work at Karbon?

• Gain global experience across USA, New Zealand, UK, and Canada
• 4 weeks annual leave plus 5 extra "Karbon Days" off a year
• Flexible working environment
• Work with (and learn from) an experienced, high-performing team
• Be part of a fast-growing company that firmly believes in promoting high performers from within
• A collaborative, team-oriented culture that embraces diversity, invests in development, and provides consistent feedback
• Generous parental leave

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