Customer Success Manager

5 days ago

Dallas, Texas, United States Karbon Full time
About Karbon

Karbon is a leading provider of practice management software for growth-minded accounting firms. Our award-winning platform streamlines work and communication, enabling firms to save time and increase productivity.

The Role

We are seeking a highly skilled Customer Success Manager to join our team. As a key member of our Customer Success organization, you will be responsible for building and managing our digital and 1:Many Customer Success strategies.

Key Responsibilities
  • Develop and manage a comprehensive Scaled Customer Success program.
  • Gain a deep understanding of our customer personas and segments, and use data insights to inform our communication strategies.
  • Identify opportunities for digital interventions based on customer maturity and usage, and align product features with customer goals.
  • Drive automation and technology-centric processes to enhance customer health scoring and associated strategies.
  • Evaluate and improve our self-serve experience to meet customer needs.
  • Design business intelligence capabilities to empower us to understand the reach and impact of our programs.
  • Build strong relationships with our Marketing, Product, and Customer Enablement teams to design a cohesive customer communication experience.
Requirements
  • 3-5+ years of experience executing customer success programs in B2B SaaS.
  • Proven success in using analytical skills and data-driven decision-making to drive customer growth and retention.
  • Strong problem-solving skills and ability to assess, select, and onboard new technologies to enhance business processes and user satisfaction.
  • Ability to move from ideation to execution, with a bias toward action and a willingness to adapt and iterate.
  • Experience working cross-functionally to align efforts across departments.
  • Ability to provide and receive feedback and deliver constructive feedback up, down, and laterally.
Preferred Skills
  • Advanced working knowledge of Salesforce and Vitally.
  • Six Sigma certification.
  • Customer or Digital Marketing expertise.
Competencies
  • Strong communication skills, with the ability to convey information in an understandable and engaging manner.
  • Analytical and data-driven mindset, with the ability to analyze customer data and use insights to drive decision-making.
  • Technological proficiency, with the ability to automate processes and manage customer interactions.
  • Empathy and customer centricity, with the ability to understand and anticipate customer needs and challenges.
  • Program management, time management, and organizational skills, with the ability to prioritize tasks effectively.
  • Creativity and problem-solving skills, with the ability to devise innovative solutions to address common challenges faced by customers.
  • Adaptability and flexibility, with the ability to adjust strategies and approaches to meet evolving customer requirements.
  • Collaboration and teamwork skills, with the ability to work effectively with other teams to ensure a cohesive and integrated customer experience.
  • Strategic thinking, with the ability to think strategically about Customer Success at scale.
Compensation

The estimated base salary range for this role is $110,000-$140,000 USD. We offer a competitive total compensation package, including a target bonus, equity grant, and generous benefits.

We are an equal opportunities employer and welcome applications from diverse candidates. If you have any adjustments or accommodations that we can make to assist you during the recruitment process, please contact us at [redacted] for a confidential discussion.

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