Customer Success Manager – SMB

🕒 August 21

🇨🇦 Canada – Remote

💵 $74k - $82k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

🚫👨‍🎓 No degree required

👻 Ghost score 14%

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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

• Build and maintain strong customer relationships as the main point of contact • Manage a large portfolio of SMB accounts and maximize Karbon's value for users, stakeholders, and businesses • Drive product adoption and help customers achieve measurable success • Proactively prevent churn and manage renewals • Resolve customer issues with support and product teams • Use customer data and feedback to inform strategies and improve the customer experience • Work cross-functionally with sales, marketing, and product teams • Identify at-risk renewals or churn and collaborate on corrective action plans • Encourage customer advocacy and support testimonials and case studies

🎯 Requirements

• More than 2 years in customer success or account management, ideally in SaaS or technology • Intermediate proficiency in Google Sheets and/or Excel • Proven success delivering outstanding customer experiences and managing multiple accounts • Excellent presentation skills, with confidence engaging executives and leaders • Skilled at identifying customer pain points and mapping product features to solutions • Clear, effective written and verbal communication adaptable to different communication methods • Team-oriented approach • Experience with Vitally, Salesforce and Slack is highly desirable • Bachelor’s degree in Accounting, Business, Communications, Information Technology, Finance, or Psychology preferred

🏖️ 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 • Experienced, high-performing team • Collaborative, team-oriented culture that embraces diversity, invests in development and provides consistent feedback • Promotion opportunities for high performers