Customer Success Manager growing client portfolios for Karbon’s AI - powered accounting practice - management platform. Driving renewals, expansion, adoption, and customer value.
About the role
- Customer Success Associate managing public-safety customer relationships, renewals, and account health for Hyper-Reach’s emergency communications platform. Partnering with Support, Product, and Sales to improve retention.
Responsibilities
- Serve as the primary point of contact for an assigned portfolio of existing Hyper-Reach customer accounts
- Own the end-to-end renewal process, including tracking contract expirations, proactive outreach at 90/60/30-day intervals, and managing renewals through signature
- Monitor account health and product usage to identify dissatisfaction or churn risk and escalate to leadership when needed
- Partner with Support and Product teams to resolve customer issues and advocate internally
- Identify expansion or upsell signals and route qualified opportunities to the growth/sales team
- Support handoffs from Sales and Implementation as new customers transition into the portfolio
- Gather and relay customer feedback to inform product and process improvements
- Track and report renewal rate, retention, and other account-health metrics
- Help build a customer success playbook with the VP of Sales
- Monitor metrics and relationships to identify and manage at-risk accounts
- Coordinate with Sales on a customer referral funnel
Requirements
- 1–2 years of experience in account management, customer success, client services, or a similar client-facing role
- SaaS experience is a plus, but not required
- Strong written and verbal communication skills
- Genuine interest in building long-term customer relationships
- Highly organized and detail-oriented
- Ability to manage multiple accounts, deadlines, and renewal dates simultaneously
- Comfortable learning and working in CRM and customer-success tools, including Pipedrive
- Self-motivated and able to work effectively in a fully remote environment
- Collaborative, customer-first mindset
- Eagerness to learn
Benefits
- Early-career mentorship
- Significant opportunity for career growth
- Work within Valsoft’s ecosystem of 150+ vertical software companies
- Shared ecosystem of best practices
Job title
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Experience level
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Degree requirement
No Education Requirement
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