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Strategic Customer Success Manager
2 months ago
Karbon is a leading provider of practice management software for growth-minded accounting firms. Our award-winning platform streamlines work and communication, enabling our customers to save time and increase efficiency.
The RoleWe are seeking a proactive and experienced individual to join our team as a Strategic Customer Success Manager. In this role, you will be responsible for managing a portfolio of strategic customers, ensuring their needs are met and value is continuously delivered.
Key Responsibilities- Client Relationship Management: Serve as the main point of contact for a portfolio of strategic customers, ensuring their needs are met and value is continuously delivered.
- Strategic Planning & Execution: Develop and own a quarterly success and expansion strategy for your customer portfolio, focusing on identifying growth and retention opportunities for your accounts.
- Customer Success Strategies: Maintain regular, proactive communication with customers, providing updates, gathering feedback, and addressing concerns.
- At least 4 years of experience in a B2B SaaS enablement role (Customer Success or Account Management) with a proven track record of driving retention and managing a successful expansion pipeline.
- Proven success leading customers through change management.
- Comprehensive experience with Customer Success best practices.
- Strong follow-up skills, ensuring that customer needs and expectations are consistently met.
- Ability to work in a fast-paced, dynamic environment.
- Strong problem-solving skills, with a proactive and solutions-oriented mindset.
- Excellent communication and presentation skills, with the ability to clearly articulate complex concepts to stakeholders at all levels.
- Demonstrated ability to analyze customer data, develop strategic plans, and implement solutions that drive business outcomes.
- Comfortable working autonomously in a remote role while being a collaborative team player.
- A relentless focus on customer success, always seeking to provide value and optimize customer experiences.
- Gain global experience across Australia, New Zealand, UK, and Canada.
- Strong benefits package including flexible time off, company-paid medical, dental, and vision, 401(k) with company matching, flexible spending account, and up to 8 weeks paid parental leave.
- Work with an experienced, high-performing team in a collaborative, team-oriented culture that embraces diversity and invests in development.
- Be part of a fast-growing company that firmly believes in promoting high performers from within.
