Partner Success Manager driving PMI product growth, client acquisition, and B2B account expansion in Canada. Managing strategic accounts, regional plans, executive relationships, and partner networks.
About the role
- Customer Success Manager helping accounting firms maximize value from Karbon’s AI-powered practice-management platform. Owning renewals, customer health, retention, and expansion.
Responsibilities
- Create and own a quarterly success strategy for the customer portfolio
- Identify churn risks and opportunities to maximize revenue with healthy accounts
- Build strong customer relationships and understand customer challenges
- Provide consultative advice and drive value with Karbon
- Scope and lead successful projects to drive change
- Manage upcoming customer renewals
- Stay up to date with the product roadmap
- Promote, demonstrate, and communicate upcoming features to customers
- Monitor customer health and usage metrics proactively
- Advocate for customers internally
- Provide customer insights to Product, Sales, and Support
- Drive retention and expansion, typically reported as Net Growth or NDR
Requirements
- Physically based in the US/Canada
- Confident working autonomously in a remote role
- Willing to travel occasionally to customers' offices for site visits and events, approximately 5–10% of the time
- Experience in a B2B SaaS enablement role (Success, Services, Consulting, Training, Account Management) with a track record of success
- Subject matter expertise in the accountancy software market (preferable)
- Strategic thinker comfortable carrying a target
- Great relationship-building skills
- Excellent communication and presentation skills
- Effective project management skills, including the ability to manage resources on 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 for high performers from within
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