Customer Success Manager - SMB

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