Customer Success Manager - Mid Market

Karbon

4h•CA$75,000 - CA$82,000•Remote

About The Position

Karbon is seeking a motivated Customer Success Manager to own the growth and value delivered to a portfolio of clients. This role involves becoming an expert in practice management best practices, providing consultative advice, and leading successful projects that drive change. The Customer Success Manager will also act as a liaison between customers and Karbon's Product and GTM teams, contributing customer insights to product development and growth strategies. The role requires a strategic thinker with strong relationship-building and communication skills, comfortable owning targets and driving Net Revenue Retention through deeper product adoption and expanded seat usage. The ideal candidate will leverage AI-driven tools and usage analytics to identify opportunities and risks, and collaborate across various internal teams to ensure a seamless customer experience.

Requirements

Physically based in the US/Canada and confident working autonomously in a remote role.
Experience in a B2B SaaS enablement role (Success, Services, Consulting, Training, Account Management), with 2-3+ years of experience and a track record of success.
A strategic thinker who plays to win and is comfortable owning a target.
Strong relationship-building instincts paired with excellent communication and presentation skills.
Tenacious in finding better ways to serve customers, whether through useful information or shared best practice.
Curious about how the best accounting firms operate, with a natural instinct to share that insight in a consultative way.
Effective program management skills, including the ability to coordinate resources across a cross-functional team.

Nice To Haves

Subject matter expert in the accountancy software market.

Responsibilities

Create and own a success strategy for your customer portfolio, identifying churn risk while surfacing expansion opportunities in healthy accounts.
Own renewal and expansion strategy for your portfolio, including proactive identification of cross-sell and upsell opportunities (including Billing & Payments).
Drive Net Revenue Retention through deeper product adoption and expanded seat usage across your book of business.
Operate in a metrics-rich environment, using dashboards and insights to prioritize next best actions across your portfolio.
Build strong relationships with your customers, using empathy to understand their challenges and become an expert at driving value with Karbon.
Provide consultative advice on practice management best practices, scoping and leading projects that drive meaningful change for the firm.
Stay current on our Product Roadmap, and promote, demo, and relay upcoming features to customers.
Develop working fluency in accounting firm operations to translate Karbon capabilities into practical, day-to-day value for your customers.
Proactively identify churn indicators through usage data, health metrics, and direct customer conversations.
Take swift, practical action when risk emerges, aligning next steps to the customer's goals.
Advocate for your customers internally, feeding key insights to Product, Sales, and Support.
Collaborate across Implementation, Support, and Education to ensure a seamless customer experience across the lifecycle.
Leverage AI-driven tools and usage analytics to identify expansion opportunities, risk signals, and productivity gains.