Customer Success Manager - SMB

Karbon • Halifax, NS

10h • CA$74,000 - CA$82,000 • Remote

About The Position

In this role, you will be responsible for managing a large portfolio of SMB customers, with a focus on achieving Karbon's key goals, such as maintaining a high annual logo retention. Your success will be driven by your ability to work efficiently and strategically, using automation tools to deliver consistent value and create frequent wins for a wide customer base each day. You will play a vital role in ensuring long-term customer satisfaction, driving retention, and fostering growth across your accounts.

Requirements

• More than 2 years in a customer success or account management experience, ideally in SaaS or technology
• Intermediate proficiency in Google Sheets and/or Excel.
• Proven success in delivering outstanding customer experiences and ability to manage multiple accounts
• Excellent presentation skills, with confidence engaging executives and leaders.
• Skilled at identifying customer pain points and mapping product features to solutions.
• Clear, effective communicator who adapts easily to different communication methods.
• Team-oriented, fostering a cooperative environment that promotes learning and growth.

Nice To Haves

• Experience with Vitally, Salesforce and Slack is highly desirable.
• Bachelor’s degree in Accounting, Business, Communications, Information Technology, Finance, or Psychology preferred, providing a solid foundation for the role.

Responsibilities

• Build and maintain strong customer relationships, acting as the main point of contact.
• Manage a large portfolio of SMB accounts, maximizing the impact and value of Karbon for users, stakeholders, and their businesses.
• Drive product adoption, helping customers see measurable success with the solution.
• Proactively prevent churn and manage renewals.
• Resolve customer issues in collaboration with support and product teams.
• Use customer data and feedback to inform strategies and improve the experience.
• Work cross-functionally with sales, marketing, and product teams.
• Proactively identify at-risk renewals or churn, collaborating with internal teams on corrective action plans.
• Encourage customer advocacy and support testimonials and case studies.

Benefits

• Paid Flexible Time Off with an encouraged 3 weeks use per year
• Company paid medical for you and eligible spouse/partner and dependents
• Company paid dental and vision and eligible spouse/partner and dependents
• Fully company funded short and long term disability
• Fully company paid life insurance
• 401(k) with company matching
• Flexible Spending Account
• Up to 8 weeks paid parental leave
• Work-from-home stipend

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level