Customer Success Manager

Job Description

Karbon is seeking a Customer Success Manager to manage client relationships and drive value for their portfolio of strategic customers. The Customer Success Manager will serve as the main point of contact for customers, develop success and expansion strategies, and collaborate with internal teams to ensure a seamless customer experience. This role is based in Melbourne, VIC, Australia.

Role Involves:

• Serving as the main point of contact for a portfolio of strategic customers.
• Developing and maintaining strong, trusted relationships with customers.
• Acting as a customer advocate within Karbon.
• Developing and owning a quarterly success and expansion strategy.
• Leading strategic discussions with customers to identify opportunities for expansion.
• Identifying at-risk accounts and developing strategies to mitigate churn.
• Collaborating with customers to create tailored Success Plans.
• Maintaining regular, proactive communication with customers.
• Tracking and reporting on key customer success metrics.
• Mastering the Karbon platform to help customers maximize efficiency and value.
• Working closely with Sales, Product, Education, and Support teams.

Requirements:

• At least 4 years of experience in a B2B SaaS enablement role (Customer Success or Account Management).
• Proven success leading customers through change management.
• Comprehensive experience with Customer Success best practices.
• Strong follow-up skills.
• Ability to work in a fast-paced, dynamic environment.
• Strong problem-solving skills.
• Excellent communication and presentation skills.
• Demonstrated ability to analyze customer data and develop strategic plans.
• Comfortable working autonomously in a remote role.
• A relentless focus on customer success.
• Ability and willingness to travel for customer meetings and industry events.

Karbon offers:

• Global experience across USA, New Zealand, UK, and Canada.
• 4 weeks annual leave plus 5 extra "Karbon Days" off a year.
• Flexible working environment.
• Work with an experienced, high-performing team.
• Be part of a fast-growing company.
• A collaborative, team-oriented culture.
• Generous parental leave.