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.

Are you energized by managing a large portfolio of clients and finding smart, scalable ways to deliver consistent value? Do you take pride in creating frequent wins for customers, and using data and automation to work smarter across a high-volume book of business?

About the Role!

As an SMB Customer Success Manager at Karbon, you'll take ownership of a large portfolio of SMB accounts, focused on driving high annual logo retention and measurable product adoption. You'll work efficiently and strategically, using automation and data to create consistent value at scale. You'll also function as a crucial link between our customers and the rest of your fellow Karbonites.

Portfolio Growth & Retention

• Manage a large portfolio of SMB accounts, maximizing the impact and value of Karbon for users, stakeholders, and their businesses.
• Proactively prevent churn and manage renewals, with a focus on maintaining high annual logo retention.
• Proactively identify at-risk renewals or churn, collaborating with internal teams on corrective action plans.
• Use customer data and feedback to inform strategies and improve the experience.

Customer Relationships & Product Adoption

• Build and maintain strong customer relationships, acting as the main point of contact.
• Drive product adoption, helping customers see measurable success with the solution.
• Resolve customer issues in collaboration with support and product teams.
• Encourage customer advocacy and support testimonials and case studies.

Cross-Functional Collaboration

• Work cross-functionally with sales, marketing, and product teams.

AI & Automation Fluency

• • Leverage AI-driven tools and automation to deliver consistent value and create frequent wins across a wide customer base.
  • Use data insights to identify risk signals and adoption opportunities at scale, without sacrificing a high-touch feel for each customer.

About You!

• More than 2 years of experience in a customer success or account management role, ideally in SaaS or technology.
• Intermediate proficiency in Google Sheets and/or Excel.
• Proven track record of 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 communicator who adapts easily to different communication methods.
• Team-oriented, fostering a cooperative environment that promotes learning and growth.
• Experience with Vitally, Salesforce, and Slack is highly desirable.
• Bachelor's degree in Accounting, Business, Communications, Information Technology, Finance, or Psychology preferred.

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

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 compensation is a critical aspect of you deciding to join us, we do hope you also spend time considering why our mission, purpose and values are right for you. We are creating something transformational here, and we hope you are as excited about the future as we are!

Please be aware that Karbon will only contact you via email from our domain, karbonhq.com. If you receive an email from any other domain, please do not click any of those links.

Karbon embraces diversity and inclusion, aligning with our values as a business. Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single criteria. If you've made it this far in the job description but your past experience doesn't perfectly align, we do encourage you to still apply. You could still be the right person for the role!

We recruit and reward people based on capability and performance. We don’t discriminate based on race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion, physical or cognitive ability, and other diversity dimensions that may hinder inclusion in the organization.

Generally, if you are a good person, we want to talk to you. 😛

If there are any adjustments or accommodations that we can make to assist you during the recruitment process, and your journey at Karbon, contact us at people.support@karbonhq.com for a confidential discussion.

At this time, we request that agency referrals are not submitted for this position. We appreciate your understanding and encourage direct applications from interested candidates. Thank you!