Manager of Customer Success SMB

Job Description

Karbon, a global leader in practice management software, is seeking a Manager of Customer Success SMB. This role involves leading a team of Customer Success Managers, focusing on driving adoption, value, and retention for SMB customers. The Manager will foster strong relationships with support teams and collaborate with sales, product, and marketing to achieve company goals.Responsibilities:

• Lead and mentor the Customer Success team.
• Create and execute a customer engagement strategy.
• Advocate for customer needs within the organization.
• Drive product adoption for maximum value.
• Develop and use customer health scorecards.
• Use data insights to improve the customer journey.
• Manage a large customer base efficiently.
• Ensure retention and value with SMB accounts.
• Foster a collaborative, customer-focused team culture.
• Serve as the primary escalation point for the team.
• Manage competing priorities and define/track KPIs.

Requirements:

• 8+ years in Customer Success or account management.
• 3+ years in leadership roles within Customer Success.
• Experience leading Customer Success teams in a SaaS environment.
• Strong understanding of SaaS metrics.
• Ability to work effectively with cross-department senior leaders.
• Exceptional communication skills.
• Proven ability to coach, hire, and train high-performing teams.
• Skilled at prioritizing tasks and multitasking.
• Organized, proactive, and innovative.
• Bachelor’s degree in Accounting, Business, or related field preferred.

Karbon offers:

• Industry-leading benefits package.
• 15 paid time off days per year.
• 7 Sick leave days per year
• Internet and work-from-home subsidy.
• Discretionary bonus program.
• Flexible approach to work environment.
• A culture of open communication and transparency.