Customer Success Manager

About The Company Karbon is a leading global provider of practice management software tailored for growth-oriented accounting firms. Our innovative, award-winning cloud platform streamlines workflows and communication, enabling accounting professionals to save significant time—up to 18.5 hours per week per employee—thus enhancing productivity and client service. With a presence in 34 countries, Karbon has established a diverse, distributed team spanning the United States, Australia, New Zealand, Canada, the United Kingdom, and the Philippines. Our company is well-funded, ranked number one on G2, and renowned for fostering a collaborative and inclusive culture grounded in core values. We are experiencing rapid growth and making a substantial impact on the accounting industry worldwide.

About The Role As a Customer Success Manager at Karbon, you will be entrusted with the responsibility of managing a portfolio of clients, ensuring their success and maximizing the value they derive from our platform. Your role involves becoming an expert in practice management best practices, providing consultative guidance, and leading projects that facilitate positive change for our clients. You will serve as a vital link between customers and internal teams, advocating for client needs and translating insights into actionable improvements. Your primary focus will be on fostering strong relationships, driving product adoption—especially around our Invoicing & Payments features—and proactively managing customer health to ensure retention and expansion. You will develop quarterly success strategies, identify and mitigate churn risks, and explore opportunities to increase revenue within your client portfolio. Staying updated on our product roadmap and upcoming features will enable you to effectively promote new functionalities, enhancing client satisfaction and loyalty. Your efforts will contribute directly to key metrics such as Net Revenue Retention (NRR) and overall customer success.

Qualifications

• Physically based in the United States
• Proven experience in a B2B SaaS enablement role, such as Success, Services, Consulting, Training, or Account Management
• Track record of achieving success in client management and retention
• Subject matter expertise in the accountancy software market (preferred)
• Strong strategic thinking and target-driven mindset
• Excellent relationship-building skills
• Exceptional communication and presentation abilities
• Tenacious attitude with a focus on continuous improvement
• Curiosity about accounting firm operations and a consultative approach to sharing insights
• Effective project management skills, including cross-functional resource coordination

Responsibilities

• Create and own quarterly success strategies for your client portfolio, identifying churn risks and revenue opportunities
• Build and maintain strong, empathetic relationships with clients to understand their challenges and drive value
• Become an expert in our Invoicing & Payments product, facilitating customer training and adoption
• Proactively promote product adoption and ensure clients are leveraging new features effectively
• Manage upcoming customer renewal processes to ensure timely and successful renewals
• Stay informed about our product roadmap and communicate upcoming features to clients through demos and updates
• Monitor customer health metrics and usage data to identify risks and opportunities proactively
• Advocate for customer needs internally, providing insights to Product, Sales, and Support teams
• Track and report on key metrics such as retention rates and net growth to measure success

Benefits

• Paid flexible time off with an encouraged three weeks of usage annually
• Company-paid medical insurance for employees and eligible spouses/partners and dependents
• Company-paid dental and vision coverage for employees and eligible dependents
• Fully funded short-term and long-term disability insurance
• Company-paid life insurance
• 401(k) retirement plan with company matching contributions
• Flexible Spending Account (FSA)
• Up to eight weeks of paid parental leave
• Work-from-home stipend to support remote work environment
• Opportunity to collaborate with and learn from a high-performing, diverse team
• Participation in a rapidly growing company that promotes internal advancement

Equal Opportunity

Karbon is committed to fostering an inclusive environment and is proud to be an equal opportunity employer. We do not discriminate based on race, gender, sexual orientation, gender identity or expression, age, religion, disability, or any other protected characteristic. We encourage candidates from diverse backgrounds to apply and welcome all qualified individuals to join our team.