Salesforce Customer Success Manager driving Sales and Service Cloud adoption for high - value customers. Advising stakeholders, improving platform usage, and coordinating customer success and renewal outcomes.
About the role
- Customer Success Manager managing and retaining SMB accounts for Karbon’s AI-powered accounting practice-management platform. Driving adoption, renewals, and customer advocacy.
Responsibilities
- Build and maintain strong customer relationships as the main point of contact
- Manage a large portfolio of SMB accounts and maximize Karbon's value for users, stakeholders, and businesses
- Drive product adoption and help customers achieve measurable success
- Proactively prevent churn and manage renewals
- Resolve customer issues with support and product teams
- Use customer data and feedback to inform strategies and improve the customer experience
- Work cross-functionally with sales, marketing, and product teams
- Identify at-risk renewals or churn and collaborate on corrective action plans
- Encourage customer advocacy and support testimonials and case studies
Requirements
- More than 2 years in customer success or account management, ideally in SaaS or technology
- Intermediate proficiency in Google Sheets and/or Excel
- Proven success delivering outstanding customer experiences and managing multiple accounts
- Excellent presentation skills, with confidence engaging executives and leaders
- Skilled at identifying customer pain points and mapping product features to solutions
- Clear, effective written and verbal communication adaptable to different communication methods
- Team-oriented approach
- Experience with Vitally, Salesforce and Slack is highly desirable
- Bachelor’s degree in Accounting, Business, Communications, Information Technology, Finance, or Psychology preferred
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
- Experienced, high-performing team
- Collaborative, team-oriented culture that embraces diversity, invests in development and provides consistent feedback
- Promotion opportunities for high performers
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