Customer Success Manager – SMB

This is a fully remote position, open to applicants in Canada.

📋 Description

• Establish and nurture robust customer relationships as the primary contact.

• Oversee a substantial portfolio of SMB accounts, optimizing the value of Karbon for users, stakeholders, and businesses.

• Promote product utilization and assist customers in achieving quantifiable success.

• Take proactive steps to prevent churn and manage renewal processes.

• Address customer concerns by collaborating with support and product teams.

• Leverage customer data and feedback to shape strategies and enhance the customer experience.

• Collaborate across functions with sales, marketing, and product teams.

• Identify potential at-risk renewals or churn and work together on corrective action plans.

• Foster customer advocacy while supporting testimonials and case studies.

⛳️ Requirements

• A minimum of 2 years of experience in customer success or account management, preferably in a SaaS or technology environment.

• Intermediate skills in Google Sheets and/or Excel.

• Demonstrated success in providing exceptional customer experiences and managing multiple accounts.

• Strong presentation abilities, confidently engaging with executives and leaders.

• Proficient in identifying customer challenges and aligning product features with solutions.

• Clear and effective written and verbal communication skills, adaptable to various communication styles.

• Team-oriented mindset.

• Experience with Vitally, Salesforce, and Slack is highly preferred.

• A Bachelor's degree in Accounting, Business, Communications, Information Technology, Finance, or Psychology is preferred.

🏝️ Benefits

• Paid Flexible Time Off with a recommended use of 3 weeks per year.

• Company-covered medical expenses for you and eligible spouse/partner and dependents.

• Company-covered dental and vision benefits for you and eligible spouse/partner and dependents.

• Fully funded short-term and long-term disability insurance by the company.

• Fully covered life insurance paid by the company.

• 401(k) plan with company matching contributions.

• Flexible Spending Account options.

• Up to 8 weeks of paid parental leave.

• Work-from-home stipend provided.

• Join an experienced, high-performing team.

• Be part of a collaborative, team-oriented culture that values diversity, invests in development, and offers consistent feedback.

• Opportunities for promotion for high achievers.