Customer Success Manager – SMB

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

📋 Description

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

• Oversee a substantial portfolio of SMB accounts, enhancing Karbon’s value for users, stakeholders, and businesses.

• Propel product adoption and ensure measurable customer success.

• Actively prevent churn and oversee the renewal process.

• Address customer issues in collaboration with support and product teams.

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

• Collaborate cross-functionally with sales, marketing, and product teams.

• Identify accounts at risk of non-renewal or churn and work together on corrective action plans.

• Foster customer advocacy and assist in gathering testimonials and case studies.

• Employ AI-driven tools and usage analytics to detect risk signals and opportunities for productivity improvement.

⛳️ Requirements

• Over 2 years of experience in customer success or account management, preferably in the SaaS or technology sectors.

• Intermediate skills in Google Sheets and/or Excel.

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

• Strong presentation skills with the ability to engage confidently with executives and leaders.

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

• Clear and effective written and verbal communication skills.

• 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 usage of 3 weeks per year.

• Company-sponsored medical coverage for you, your eligible spouse/partner, and dependents.

• Company-funded dental and vision insurance for you, your eligible spouse/partner, and dependents.

• Fully company-covered short and long-term disability insurance.

• Fully company-paid life insurance policy.

• 401(k) plan with company matching contributions.

• Flexible Spending Account options.

• Up to 8 weeks of paid parental leave.

• Stipend for work-from-home expenses.

• A team of experienced, high-performing professionals.

• A collaborative and team-oriented culture that values diversity, invests in employee development, and provides ongoing feedback.

• Opportunities for advancement for high performers from within the organization.