About this role.
Karbon is seeking an SMB Customer Success Manager to manage a large portfolio of small and medium-sized accounting-firm customers using its AI-powered practice management platform. The role focuses on product adoption, customer value realization, renewal management, churn prevention, and strengthening long-term customer relationships. The successful candidate will use customer data, automation, and cross-functional collaboration with sales, support, marketing, and product teams to scale customer engagement. Candidates should bring at least two years of customer success or account management experience, preferably in SaaS, along with strong communication, presentation, spreadsheet, and problem-solving skills. This is a remote-oriented role within a global, fast-growing company offering comprehensive benefits and professional development opportunities.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader CA market for similar roles.
Core skills
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Sample interview questions
I would segment accounts using renewal timing, usage and adoption data, customer health indicators, revenue impact, and the urgency of open issues. I would address high-risk and time-sensitive accounts first, while using automated, scalable outreach and enablement resources for lower-risk customers.
I would monitor signals such as declining product usage, unresolved support issues, low engagement, missed milestones, stakeholder changes, and negative feedback. After confirming the underlying cause, I would create a documented success plan with clear actions, owners, timelines, and measurable outcomes, involving support, product, or sales partners as needed.
I begin by understanding the customer's business goals and workflows, then connect relevant product capabilities to those objectives. I use adoption metrics, completed workflows, time savings, and customer-specific outcomes to show progress and establish a practical path toward greater value.
I start renewal discussions early and review the customer's goals, results achieved, product usage, and any outstanding concerns. I ensure stakeholders understand the value received, resolve risks before the renewal deadline, and collaborate internally on the appropriate commercial or success strategy.
I would provide structured, evidence-based feedback that identifies recurring customer pain points, affected segments, business impact, and examples from customer conversations. I would also keep customers informed of progress, coordinate issue resolution, and use trends from the portfolio to recommend proactive education or process improvements.
About Karbon
Karbon is the global leader in AI-powered practice management software for accounting firms. We provide an award-winning cloud platform that helps tens of thousands of accounting professionals work more efficiently and collaboratively every day. With customers in 40 countries, we have grown into a globally distributed team across the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines. We are well-funded, ranked #1 on G2, growing rapidly, and have a people-first culture that is recognized with Great Place To Work® certification and on Fortune magazine’s Best Small Workplaces™ List.
In this role, you will be responsible for managing a large portfolio of SMB customers, with a focus on achieving Karbon’s key goals, such as maintaining a high annual logo retention. Your success will be driven by your ability to work efficiently and strategically, using automation tools to deliver consistent value and create frequent wins for a wide customer base each day. You will play a vital role in ensuring long-term customer satisfaction, driving retention, and fostering growth across your accounts.
As an SMB Customer Success Manager you will…
- Build and maintain strong customer relationships, acting as the main point of contact.
- Manage a large portfolio of SMB accounts, maximizing the impact and value of Karbon for users, stakeholders, and their businesses.
- Drive product adoption, helping customers see measurable success with the solution.
- Proactively prevent churn and manage renewals.
- Resolve customer issues in collaboration with support and product teams.
- Use customer data and feedback to inform strategies and improve the experience.
- Work cross-functionally with sales, marketing, and product teams.
- Proactively identify at-risk renewals or churn, collaborating with internal teams on corrective action plans.
- Encourage customer advocacy and support testimonials and case studies.
About you
Candidates with the following experience are encouraged to apply:
- Experience: more than 2 years in a customer success or account management experience, ideally in SaaS or technology
- Technical Skills: Intermediate proficiency in Google Sheets and/or Excel.
- Customer-Centric Track Record: Proven success in delivering outstanding customer experiences and ability to manage multiple accounts
- Communication & Presentation: Excellent presentation skills, with confidence engaging executives and leaders.
- Problem-Solving Ability: Skilled at identifying customer pain points and mapping product features to solutions.
- Written & Verbal Communication: Clear, effective communicator who adapts easily to different communication methods.
- Collaboration: Team-oriented, fostering a cooperative environment that promotes learning and growth.
- Tools Familiarity: Experience with Vitally, Salesforce and Slack is highly desirable.
- Educational Background: Bachelor’s degree in Accounting, Business, Communications, Information Technology, Finance, or Psychology preferred, providing a solid foundation for the role.
Why Work at Karbon?
- Gain global experience across the USA, Australia, New Zealand, UK, Canada and the Philippines
- Excellent benefits package including:
- 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
- Be part of a fast-growing company that firmly believes in promoting high performers from within
As we hire across various locations within the USA we are required by law to include a reasonable estimate of the compensation range for this role.
The range provided is broad and takes into consideration a wide range of factors that are reviewed when making a hiring decision, such as physical location/cost of living in that location, years of experience, skills, and other business needs.
It is not typical for a candidate to be hired at or near the top of the pay range and each compensation decision is dependent on each individual case. The base salary is one component of the total compensation package, which for some roles may include a target bonus, for some roles very competitive equity grant, and very generous benefits. While we believe competitive compensation is a critical aspect of you deciding to join us, we do hope you also spend time considering why our mission, purpose and values are right for you. We are creating something transformational here, and we hope you are as excited about the future as we are!
Please be aware that Karbon will only contact you via email from our domain, karbonhq.com. If you receive an email from any other domain, please do not click any of those links.
Karbon embraces diversity and inclusion, aligning with our values as a business. Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single criteria. If you’ve made it this far in the job description but your past experience doesn’t perfectly align, we do encourage you to still apply. You could still be the right person for the role!
We recruit and reward people based on capability and performance. We don’t discriminate based on race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion, physical or cognitive ability, and other diversity dimensions that may hinder inclusion in the organization.
Generally, if you are a good person, we want to talk to you. 😛
If there are any adjustments or accommodations that we can make to assist you during the recruitment process, and your journey at Karbon, contact us at people.support@karbonhq.com for a confidential discussion.
At this time, we request that agency referrals are not submitted for this position. We appreciate your understanding and encourage direct applications from interested candidates. Thank you!
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