Customer Success Manager – Mid Market

🔥 0 minutes ago

🌐 Canada, United States – Remote

🇨🇦 Canada – Remote 🇺🇸 United States – Remote

💵 $85k - $95k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

🚫👨‍🎓 No degree required

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Karbon

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🏢 Enterprise

🤝 B2B

💰 $66M Series B on 2022-02

SaaS • Enterprise • B2B

Karbon is a leading collaborative practice management platform designed specifically for accounting firms. It enhances visibility and control over firm operations, automates tasks, and standardizes processes to increase efficiency and productivity. Karbon integrates artificial intelligence to automate tasks, speeding up workflows and strengthening team collaboration. It offers features such as team collaboration, workflow automation, project management, and email management, along with client and document management solutions. The platform serves small to large firms and enterprises, including private equity and M&A, providing enterprise-grade security, a client portal, eSignatures, and integrations with popular apps. Karbon aims to unite accounting teams in a single platform, improving collaboration and operational efficiency. Designed to save resources and time, the software claims to save every employee an average of 18. 5 hours per week, according to customer surveys. With a focus on automation, connectivity, and control, Karbon consistently ranks as a leader in accounting practice management software.

📋 Description

• Create and own a success strategy for the customer portfolio, identifying churn risk and expansion opportunities • Own renewal and expansion strategy, including cross-sell and upsell opportunities, including Billing & Payments • Drive Net Revenue Retention through deeper product adoption and expanded seat usage • Use dashboards, usage analytics, health metrics, and AI-driven tools to prioritize actions and identify opportunities and risk signals • Build strong customer relationships and provide consultative advice on practice management best practices • Scope and lead projects that drive meaningful change for accounting firms • Stay current on the Product Roadmap and promote, demo, and relay upcoming features to customers • Develop working fluency in accounting firm operations and translate product capabilities into practical customer value • Proactively identify churn indicators and take action when risk emerges • Advocate for customers internally and feed insights to Product, Sales, and Support • Collaborate across Implementation, Support, and Education to ensure a seamless customer lifecycle experience

🎯 Requirements

• Physically based in the US/Canada • Confident working autonomously in a remote role • Occasional travel to customer offices for site visits and events, approximately 5-10% of your time • Experience in a B2B SaaS enablement role (Success, Services, Consulting, Training, Account Management) • 2-3+ years of experience and a track record of success • Subject matter expertise in the accountancy software market (Preferable) • Comfortable owning a target • Strong relationship-building instincts • Excellent communication and presentation skills • Tenacious in finding better ways to serve customers • Curious about how the best accounting firms operate • Effective program management skills • Ability to coordinate resources across a cross-functional team

🏖️ Benefits

• 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 • Promotion opportunities for high performers from within • Global experience across the USA, Australia, New Zealand, UK, Canada and the Philippines