Job Description

We are hiring a full-time Customer Success Manager to join our Customer Success team to help clients succeed in their business goals by offering proactive hands on guidance.

About this role and the work

Some of your main responsibilities will include:

• Drive user health and growth in existing customers 90 days after initial sale and in existing high profile customers by helping them succeed in their business goals with a proactive hands-on approach.
• Create a specific proactive success plan for key customers’ product adoption and seat growth, and act as project manager to execute. Ensure they actualize the value proposition from their investment.
• Partner cross-functionally with internal stakeholders including but not limited to vertical SME’s, technical solutions, sales, people/operations, finance, and legal to ensure operational excellence and customer success.
• Collaborate with customers to build KPI’s aligned with their long term goals which Karbon can help them achieve. Verify they are being met and/or exceeded on a consistent basis.
• Accurately Identify risk of customer churn or stalled implementation or expansion and put value-add actions in place to mitigate. Develop a repeatable process and methodology that can be followed by others as Karbon expands.
• Champion the voice of the customer internally by relaying product feedback to Product/Design teams for improvements and road mapping.

About you

If you’re the right person for this role, you:

• Have a minimum of 2+ years of industry experience in B2B SaaS account management with an impressive track record of meeting and exceeding account health or revenue growth targets on a consistent basis.
• Have domain experience with Workflow, Accounting, or Project Management Software. You are comfortable working in a startup environment and working remotely.
• Effective project management skills, including ability to manage resources on a cross-functional team.
• Are driven to combine the work of managing your own customers, solving their professional services offerings, and building long-term relationships.
• Have great communication skills and are able to explain complex concepts clearly and efficiently and give consultative advice to help customers grow their performance.
• Have professional spoken and written English (fluency in other major languages is a plus but not required).
• Are able and willing to travel for meetings, conferences and industry events (as pandemic allows).
• Legal right to work in the US.
• Physically based in North America, with a strong preference for Reno, NV, SF Bay Area, or San Diego, but flexibility to work remotely with customers outside North America.

Why work at Karbon?

• Opportunity to be part of building a global product
• True ownership and autonomy over the work you do
• Work with (and learn from) a very experienced team
• Part of a startup team that will continue to grow around you
• Flexible approach to work hours and environment (we believe in trust and autonomy—we’re not going to monitor when or where you work)
• The option to work remotely, from one of our offices, or both
• A culture of open communication, consistent feedback, and full transparency into company results, metrics, and financial position
• Excellent medical, dental, & vision coverage with FSA (USA residents only)

Company Description

Karbon is the premium work management platform for the accounting industry and has become indispensable for firms around the world to support their team and navigate the sudden shift to remote work. Karbon brings planning, clients, work and communication together. In one place, where it belongs. So even if the firm has to work remotely, they're all together online. Check it out at karbonhq.com. Founded in San Francisco, we have grown into a globally distributed team with people in San Francisco, Seattle, San Diego, Reno, Sydney, Melbourne and Nelson NZ. We are well-funded, have a fantastic team culture, growing rapidly, and make a global impact.