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Karbon · 9 hours ago

Customer Success Manager

Los Angeles, CA, United States

Full-time

Hybrid

Mid Level

Karbon is the global leader in practice management software for growth-minded accounting firms, providing a collaborative cloud platform. The Customer Success Manager will take ownership of client portfolios, drive change through consultative advice, and ensure customer satisfaction and retention.

Information TechnologyProductivity ToolsProject ManagementSaaSTask Management

Growth Opportunities

Responsibilities

Create and own a quarterly success strategy for your customer portfolio. The function of this will be to identify churn risks whilst looking for opportunities to maximize revenue with healthy accounts

Build strong relationships with your customers, use empathy to understand their challenges in order to become an expert at driving value with Karbon

Become a product expert for our Invoicing & Payments product and act as the regional resource to help train and manage customers through to adoption. You'll proactively push adoption of our Invoicing & Payments product to targeted customers

Manage upcoming customer renewals

Stay up to date with our Product Roadmap and promote, demo and relay information about upcoming features to customers

Monitor customer health and usage metrics to work proactively

Advocate for your customers internally and provide important customer insights to other departments such as Product, Sales and Support

Qualification

B2B SaaS experienceAccountancy software expertiseProject management skillsCommunication skillsRelationship buildingEmpathyCuriosityTenacity

Required

Physically based in the US and confident working autonomously in a remote role, whilst be willing to travel occasionally to our customers offices to carry out site visits and attend events (approximately 5-10% of your time)

Experience in a B2B SaaS enablement role (Success, Services, Consulting, Training, Account Management) with a track record of success

Great relationship building skills

Excellent communication & presentation skills

Tenacious - always looking for a better way to serve your customers, such as providing useful information or sharing best practice

Curious - You want to know how the best accounting firms operate and love to share this insight far and wide in a consultative way

Effective project management skills, including ability to manage resources on a cross-functional team