Head of Customer Success leading global retention, advocacy, and support for an enterprise parking SaaS platform. Managing a 10 - person team and strategic customers across the United States and Canada.
About the role
- Customer Success Manager growing client portfolios for Karbon’s AI-powered accounting practice-management platform. Driving renewals, expansion, adoption, and customer value.
Responsibilities
- Create and own a success strategy for the customer portfolio, identifying churn risk and expansion opportunities
- Own renewal and expansion strategy, including cross-sell and upsell opportunities
- Drive Net Revenue Retention through product adoption and expanded seat usage
- Use dashboards, usage analytics, health metrics, and AI-driven tools to prioritize actions and identify opportunities and risks
- Build customer relationships and provide consultative advice on practice management best practices
- Scope and lead projects that drive meaningful change for accounting firms
- Stay current on the product roadmap; promote, demo, and relay upcoming features
- Develop fluency in accounting firm operations and translate Karbon capabilities into practical value
- Identify churn indicators and take action aligned with customer goals
- Advocate for customers internally and share insights with Product, Sales, and Support
- Collaborate with Implementation, Support, and Education across the customer lifecycle
Requirements
- Physically based in the US/Canada
- Confident working autonomously in a remote role
- Experience in a B2B SaaS enablement role (Success, Services, Consulting, Training, Account Management)
- 2-3+ years of experience and a track record of success
- Subject matter expertise in the accountancy software market is preferable
- Comfortable owning a target
- Strong relationship-building instincts
- Excellent communication and presentation skills
- Effective program management skills, including the ability to coordinate resources across a cross-functional team
Benefits
- Paid Flexible Time Off with an encouraged 3 weeks use per year
- Company paid medical for you and eligible spouse/partner and dependents
- Company paid dental and vision and eligible spouse/partner and dependents
- Fully company funded short and long term disability
- Fully company paid life insurance
- 401(k) with company matching
- Flexible Spending Account
- Up to 8 weeks paid parental leave
- Work-from-home stipend
- Work with (and learn from) an experienced, high-performing team
- A collaborative, team-oriented culture that embraces diversity, invests in development and provides consistent feedback
- Promotion opportunities from within
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