Manager, SMB Customer Success

About Karbon

Karbon is the global leader in practice management software for growth-minded accounting firms. We provide an award-winning, highly collaborative cloud platform that streamlines work and communication, enabling the average accounting firm using Karbon to save 16 hours per week, per employee.

We have customers in 34 countries and have grown into a globally distributed team, with our people based throughout the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines. We are well-funded, ranked #1 on G2, have a fantastic team culture built on our values, are growing rapidly, and making a global impact.

You will lead a team of Customer Success Managers overseeing the SMB customer journey from post-sale through renewal and growth. Your focus will be on driving adoption, value, and retention, while fostering strong relationships with other support teams. As a leader, you’ll build team rigor, coach, and enhance the customer experience. You'll also collaborate closely with sales, product, marketing, and other teams to achieve shared goals and outcomes for the company and customers.

As a Manager of SMB Customer Success Team you will...

• Lead and mentor the Customer Success team, providing coaching to help them excel.
• Create and execute a customer engagement strategy focused on success and satisfaction.
• Advocate for the customer’s needs within the organization, influencing product development and improvements.
• Deliver a focused approach to drive product adoption for maximum value with every customer.
• Develop and use customer health scorecards to proactively address issues and ensure satisfaction.
• Use data insights to identify trends and improve the customer journey.
• Leverage technology and automation to efficiently manage a large customer base at scale.
• Own responsibility for ensuring retention and value with SMB accounts.
• Foster a collaborative, customer-focused, and sales-centric team culture.
• Serve as the primary escalation point for the team, coordinating resources as needed for customer success.
• Manage competing priorities in a dynamic environment with expert prioritization.
• Define and track KPIs, identifying improvements through data analysis.

About you

Candidates with following experience are encouraged to apply:

• Experience: 8+ years in Customer Success or account management, with 3+ years in leadership roles within Customer Success.
• SaaS Expertise: Proven track record of leading Customer Success teams in a SaaS environment, including hands-on experience with renewals, upsells, and managing high-volume SMB customer bases.
• Data-Driven: Strong understanding of SaaS metrics (Retention, expansion - Net growth and NDR), using data to drive insights and decision-making.
• Collaboration: Ability to work effectively with cross-department senior leaders and executives.
• Communication: Exceptional communication skills, building relationships with both customers and internal stakeholders.
• Leadership: Proven ability to coach, hire, and train high-performing teams, with a focus on trust and relationship building.
• Multitasking: Skilled at prioritizing tasks, multitasking, and staying calm under pressure while monitoring KPIs and customer success metrics.
• Proactive and Creative: Organized, proactive, and innovative, with a passion for driving customer engagement, loyalty, and product adoption.
• Education: Bachelor’s degree in Accounting, Business, Communications, Information Technology, Finance, or Psychology preferred, providing a solid foundation for the role.

Why work at Karbon?

• Industry-leading benefits package including medical, dental, and vision insurance for you and up to three eligible dependents
• 15 paid time off days per year (which includes 5 Karbon Days per year)
• 7 Sick leave days per year
• Internet and work-from-home subsidy
• Discretionary bonus program
• Work with (and learn from) a very experienced team
• Be part of a startup team that will continue to grow around you
• Flexible approach to work environment (we believe in trust and autonomy)
• A culture of open communication, consistent feedback, and full transparency into company results, metrics, and financial position

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!