Customer Success Manager - Mid Market

11 minutes ago
Full-time
Junior
Customer and Technical Support
Karbon

Karbon

Karbon offers a collaborative practice management platform designed specifically for accounting firms, enabling them to manage workflows, enhance team communication, and deliver high-quality client services efficiently, regardless of their team's locat...

Diversified Financial Services
51-250
Founded 2014
$102M raised

Description

  • Create and own success strategies for a portfolio of customers, identifying churn risks and expansion opportunities.
  • Own renewal, cross-sell, and upsell strategies, including opportunities involving Billing & Payments.
  • Drive net revenue retention through deeper product adoption and expanded seat usage.
  • Use dashboards, usage analytics, and AI-driven tools to prioritize actions, identify risks, and uncover growth opportunities.
  • Build customer relationships, understand business challenges, and provide consultative practice-management advice.
  • Scope and lead customer projects that produce meaningful operational change.
  • Demonstrate product capabilities, communicate roadmap updates, and relay customer feedback.
  • Advocate for customers internally and collaborate with Product, Sales, Support, Implementation, and Education teams.
  • Coordinate cross-functional resources to deliver a seamless customer experience across the lifecycle.

Requirements

  • Based in the US or Canada and able to work autonomously in a remote role.
  • Available for occasional customer travel and events, approximately 5–10% of the time.
  • 2–3+ years of experience in B2B SaaS Success, Services, Consulting, Training, or Account Management, with a record of success.
  • Experience with accounting-firm operations or accounting software is preferred.
  • Comfortable owning targets and working strategically in a metrics-driven environment.
  • Strong relationship-building, communication, and presentation skills.
  • Effective program-management skills and the ability to coordinate cross-functional teams.
  • Curiosity about accounting-firm best practices and the ability to communicate insights consultatively.

Benefits

  • Estimated base salary of $75,000–$85,000 USD, with potential bonus or equity depending on the role.
  • Paid flexible time off, with three weeks encouraged annually.
  • Company-paid medical, dental, vision, disability, and life insurance coverage for eligible employees and dependents.
  • 401(k) with company matching and a Flexible Spending Account.
  • Up to eight weeks of paid parental leave.
  • Work-from-home stipend.
  • Global collaboration, professional development, and opportunities for internal advancement.

Interested in this position?

Apply directly on the company website

Apply Now

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