SMB Customer Success Manager
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Job Description
SMB Customer Success Manager responsible for managing accounts and driving customer satisfaction at Karbon, the leader in practice management software.
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.
- Oversee onboarding and training to ensure smooth product implementation.
- 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.
Requirements:
- Experience: more than 3 years in a customer success or account management experience, ideally in SaaS or technology
- Technical Skills: Intermediate proficiency in Google Sheets and/or Excel.
- Customer-Centric Track Record: Proven success in delivering outstanding customer experiences and ability to manage multiple accounts
- Communication & Presentation: Excellent presentation skills, with confidence engaging executives and leaders.
- Problem-Solving Ability: Skilled at identifying customer pain points and mapping product features to solutions.
- Written & Verbal Communication: Clear, effective communicator who adapts easily to different communication methods.
- Collaboration: Team-oriented, fostering a cooperative environment that promotes learning and growth.
- Tools Familiarity: Experience with Vitally, Salesforce and Slack is highly desirable.
- Educational Background: Bachelor’s degree in Accounting, Business, Communications, Information Technology, Finance, or Psychology preferred, providing a solid foundation for the role.
Benefits:
- Industry-leading benefits package including medical, dental, and vision insurance for you and up to three eligible dependents.
- Work-from-home allowance
- Rice subsidy
- Meal allowance per working day
- Laundry allowance
- 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
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